What you get to do in this role

• Use your profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), Keeping customers informed (KCI) by diving the reduction of backlog and increasing efficiency.
• Manage a mature team , including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.
• Participate in and uphold Change Management processes as they relate to Customer and Technical Support.
• Own and bring to conclusion customer escalations by working with cross-teams in Support, Development, and Operations teams.
• Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Represent the Platform, Product and ServiceNow effectively with internal and external customers.
• Manage major operations outages and communications to the customers.
• Participate in weekend and holiday on-call rotation as required.
• Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement. 
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.
• Manage to the company’s and department’s vision, goals, mission and values.

What you can expect from us

At ServiceNow, we make work better for everyone – including our own employees. 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 for our employees. Win as a Team is part of our culture, and we aspire to wow our customers. We stay hungry and humble and focus on creating belonging. Sustainability, inclusivity, and diversity are key focus areas within our business framework so that we have transparency, equity, and accountability to deliver meaningful, measurable change. With our vision and dedication for a better future already underway. Join us on this journey!

In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, we provide resources to help you and your loved ones be well. From benefits plans and programs, to mental health resources that offer coaching and 24/7 support, to family support resources and parental leave programs – we want to help you take care of yourself and your loved ones. Below is a glimpse into even more of our offerings or click here for a full list:

• Along with holidays, we have company-wide designated global well-being days where everyone is off and can spend time doing what matters most.
• Flexible working culture to support the balance you need in both work and life.
• Parental leave programs.
• Childcare and caregiving benefits.
• A learning experience platform built using our own technology, to support your learning and development goals as well as a tuition reimbursement program.
• A global, cross-functional mentoring program.
• We also have team building activities, various employee belonging groups, volunteering, and community outreach programs.

What you get to do in this role

ServiceNow is seeking highly motivated and professional individuals to join our Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction, as SAMs help ServiceNow change the way people work.

The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support-related activities. You will be a member of a highly skilled team focused on a select set of high profile, strategic customers whilst delivering a high-quality service.

Additionally, you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively.

• Comfortable presenting to all levels of management, including C-Level stakeholders.     
• Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
• Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs.
• Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases, changes, problems, and on-going projects.
• Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.
• Act as the facilitator between customers and ServiceNow with reference to mandatory upgrades, patches, and security requirements.
• Manage, document and report on performance against service level agreements (SLA's) and where SLA’s are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely.
• Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change.
• Review open cases, problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.
• Act as an escalation point for customer impacting business critical issues.

Position Type :

Type Of Hire :

Education Desired :

Travel Percentage :

FIS™ is a Fortune 500 global leader in financial services technology. We provide software, services and outsourcing of the technology that empowers the financial world. We currently have an exciting opportunity for a Senior Support Software Engineer to be part of a team supporting and enhancing payment applications using J2EE and Web Services on the Clear2Pay Open payments framework (OPF) products. The role is based in Sydney.

What You Will Be Doing:

Working closely with clients you will be involved in investigating and resolving problems and delivering great outcomes. You will be working with teams both onshore and offshore to provide support and maintenance to both internal and external clients. You will also:

• Assist in the support (1st, 2nd, 3rd level) and enhancement of the company’s core products and clients customised components.

• Travel, where required, to visit customers for possible on-site consulting, training and support work;

• Investigate and resolve problems reported by external clients (including liaising with clients during the investigation and resolution).

• Investigate customer support problems, debug and fix code.

• Provide 24 x 7 on-call support for all assigned production-related systems.

• Develop and execute testing plans.

• Conduct code-level software analyses to identify root cause of bugs and/or system modifications as needed.

• Interface with internal clients, managers, IT and Product Development to resolve problems.

• Analyse the problem, document, communicate resolution and conducts follow up. Escalate problems to appropriate teams when necessary.

• Installation, configuration, and administration of the company’s products and the 3rd party products they use in any client FIS hosted environment.

What You Will Bring:

As a Senior Support Developer you will have a proven track record in supporting customers and troubleshooting issues using JAVA. You will also possess the following attributes:

• At least 5 years’ experience in full life cycle software development.

• At least 5 years’ experience in development, in Java, J2EE, XML and OOD.

• Very good knowledge of Java (JDK 1.8/1.7), JEE, MQ, Maven, Hibernate, EJB 3.1, SQL, REST, XML, XSD

• Experience with Oracle and SQL databases

• Knowledge of WebSphere, Liberty, WebLogic or JBoss application servers

• Knowledge of CI environment (Jenkins)

• Ability to work in a Linux environment with scripting

• Experience developing RESTful Web Services

• CI/CD knowledge will be an asset

• Understanding of TDD, unit testing, and integration testing (i.e., Citrus, Cucumber etc)

• Knowledge of the basic principles, processes, phases, and roles of application development methodologies

• Knowledge of a wide range of interface design, development and debugging tools, techniques and methodologies

• Excellent customer service skills that build high levels of customer satisfaction for internal and external customers

• Bachelor’s degree in Computer Science, Engineering or the equivalent combination of education, training or work experience. Post-graduate education is desired.

Bonus If You Have:

• Experience in AWS, AZURE and cloud based technologies

• Knowledge of Docker or Kubernetes environment

• Knowledge of Kafka

• Knowledge of Websphere Integration Developer (WID), Eclipse, IntelliJ or NetBeans

• Knowledge of jBPM, BPEL or BPMN

• Payment expertise e.g. DE, NPP, ISO20022, SEPA, SWIFT MT will be an asset

• Expertise on performance testing and tuning will be an asset

• Knowledge of Websphere Integration Developer (WID), Eclipse, IntelliJ or NetBeans will be an asset

What we offer you:

• An opportunity to work with a leading Fortune 500 Fintech

• An attractive compensation package including medical and personal insurances and employee share scheme

• A flexible work environment

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Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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