ServiceNow Hiring for Tech Support Engineer at Hyderabad, Telangana, India Full Time

Job Description

Company Description

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 7,400+ customers, we serve approximately 80% of the Fortune 500, and we’re proud to be one of FORTUNE’s 100 Best Companies to Work For and World’s Most Admired Companies 2022.

Learn more on and about their experiences working at ServiceNow.

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 Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on ServiceNow Technologies. This includes being the last point of escalation within the technical support department in the various technologies.

The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills.

The Technical Support Engineer should be willing to work on rotational basis for weekend shifts, holidays or on-call) as needed.

Understanding our platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.

Acting as a customer advocate, prioritizing and managing assigned incidents and escalations in queue with little or no supervision.

Engaging with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution.

Qualifications

Qualification & Experience:

Must have bachelor’s degree in Computer Science or related field (or equivalent degree and experience)

2+ years providing customer facing technical support (Web based products or e-commerce preferred)

2+ years of ServiceNow Development/Admin Experience is mandate

In order to be successful in this role, we need someone who has:

Demonstrated creative problem-solving approach and strong analytical skills

Must be proficient with analyzing log files and standard debugging concept.

Familiarity with tools & practices of the trade such as incident management, knowledgebase, defect & escalation management.

Previous experience working with the ServiceNow platform (Service/Project Management, SLA Management, Service Catalog, Customer Service Management, Workflows & Approvals)

Experience troubleshooting web application

Experience in troubleshooting Java Script Code.

Excellent communication skills (verbal and written)

Advantageous skills

Familiarity with Eclipse IDE would be good.

Previous experience in ITSM Implementation

Experience supporting and troubleshooting e-commerce applications with catalog, shopping cart, merchandising and payment handling is highly desirable.

Experience providing SaaS support is desirable.

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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