Senior Technical Support Engineer Federal

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities.

By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true.

The future is ours, and it starts with you. With more than 7,700 customers, we serve approximately 85% of the Fortune 500®, and were proud to be one of FORTUNE 100 Best Companies to Work For® and Worlds Most Admired Companies™. Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected.

We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates. What you get to do in this role:

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform. A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support. Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue.

The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success. Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers. “This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test.

Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.” Qualifications Qualifications and technical skills that will lead to your success: • In order to be successful in this role, we need someone who has: - Demonstrated ability to troubleshoot difficult technical issues

• Strong Experience with relational databases (e.g. MySQL, Oracle) - Java and Javascript experience

• Experience in one (or more) scripting languages (Python, Perl, Unix Shell, Windows Shell)

• Advanced Unix/Linux experience

• Working knowledge of the components in a web applications stack.

• Experience diagnosing performance degradation (e.g. explain plans, database tuning)

• Experience working well in a team environment while also being able to work productively while unsupervised

• Strong personal commitment to quality and customer service

• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems

• Ability to work with high-value customer administrators and developers

• Excellent time management skills

• Understanding of basic networking and system administration