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 support engineer's SME team is the User Experience Team.

Qualifications

Technical skills that will lead to your success

• Bachelors or higher in Computer Information Systems or equivalent experience in a related field
• Strong experience working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML.
• Strong experience with AngularJS and GraphQL
• Strong experience working in Java or similar backend programming language
• Experience and understanding of Object Oriented Design
• Experience with relational databases such as MySQL, Oracle
• Working knowledge of the components in a web applications stack
• Familiarity with Linux, UNIX or other OS 
• Basic knowledge and understanding of Network terminology. 
• 5+ years providing customer facing technical support (Web based products or e-commerce preferred)
• Must have Bachelor's degree in Computer Science or related field (or equivalent degree and experience)

Desirable Skills and Experience 

• Previous experience working with the ServiceNow platform (Client Scripts, UI Policies/Actions/Pages/Scripts/Macros/Widgets)
• ServiceNow Certifications.
• Experience providing SaaS support 

Why ServiceNow

ServiceNow's DNA is built in purpose and values. We offer a culture of belonging, inclusivity, collaboration, and customer focus. 

Professionals we hire will be trained and mentored in the technologies mentioned above as appropriate by our senior staff and will work to support a growing base of customers globally.

We have a generous earning potential and the opportunity to expand your role in the company as we grow.

Work-life balance and well-being are our topmost priorities.

We offer flexible work arrangements. 

We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their careers through working with some of the most advanced technologies and talented professionals in the business.

The Game Changers:

At AP+ we're changing the game! We're doing big things, and we can't do it alone. We're part of a big ecosystem, and we know teamwork and passion for our purpose is what will make us successful. We value the unique talents, perspectives, of all our employees. This includes people of all gender identities and sexual orientations, First Nations Peoples, people of all abilities and diverse backgrounds, as well as their families.

AP+ brings together Australia’s three domestic payment providers, BPAY Group, eftpos and NPP Australia, into one integrated entity. Bringing these businesses together enables AP+ to create a more competitive and coordinated Australian payments organisation that is strategically placed to respond to the impacts of regulatory and technological change today, and into the future.

The Purpose:

This role is part of the 24/7 IT operations team that performs a critical function in the monitoring of mission critical systems, responding to alerts, providing comprehensive level 1 customer support and working with technology partners, support teams and business stakeholders.  

The role requires participation in a continuous shift roster, including the provision of cover for team members taking annual or personal leave. 

Primary Accountabilities, Duties and Responsibilities:

• Providing 24/7 ‘eyes on glass’ monitoring of various AP+ systems and applications.

• Providing comprehensive 24/7 operational and incident management support to a diverse group of customers and internal stakeholders.

• Ensuring timely response to alerts, calls and emails and adherence to service levels and performance metrics.

• Undertaking the day to day support activities and complete tasks within defined service levels.

• Performing triage activities including prioritising service requests, incidents and problems, and escalating to appropriate support groups.

• Following documented procedures for effective and efficient resolution of incidents and problems.

• Performing change analysis and support activities as part of change enablement processes.

• Participating in post incident reviews and root cause analysis activities as part of problem management.

• Developing and maintaining a knowledge management database including relevant processes and procedures.

• Identifying opportunities to improve observability of system health and performance through analysis of alerts trends.

• Driving continual improvement through improving task workflows, processes and working towards automation.

We'd love to hear from you if have:

• Experience in a similar role in a continuous shift IT operations environment (24x7x365).

• Familiarity with Unix, PL/SQL, Java, Jboss application server.

• Understanding of cloud technology e.g. AWS, web services, Apigee API.

• Experience with the usage and configuration of monitoring tools (e.g. Splunk, Dynatrace).

• Experience with ITSM tools (e.g. ServiceNow, Jira, Confluence).

• Knowledge of payments processing environments is desirable (e.g. Connex switch, tokenisation, EMV 3DS, NPP).

• Experience with web and app support, batch processes, and data management.

What's Next:

We know applying for a role can be a nerve-wracking experience, so we endeavour to review applications and plan to schedule screening interviews within the next two weeks. If you are among selected candidates, we’ll be in touch to schedule a phone interview. In any case, we will keep you posted on the status of your application.

We want to remove all barriers to inclusion so if you need advice or support with your application, we’re here to help. Please reach out to [email protected] We also encourage you to let us know your pronouns at any point during the recruitment process.

What is this role about? 

The Support Engineer will, ensuring the availability, performance, and maintenance of mission critical systems. 

As a member of our DevOps Engineering team, you’ll be responsible for: 

• Taking ownership of the operational lifecycle, including incident, change, and problem management.  

• Proactively monitor systems, respond swiftly to incidents, and work to resolve underlying problems to prevent future occurrences, ensuring minimal service disruption and maximum uptime. 

• Providing 24 x 7 rostered on-call support where required by management. 

• Providing expertise and input into operational design and process. 

• Ensuring appropriate user access and service requests actioned to agreed standards. 

• Maintaining and update documentation related to configuration, processes, and best practices.  

• Contributing to the organisation’s mission of delivering resilient, high-performing technology services to its customers, while embracing the DevOps philosophy of continuous improvement and agility. 

The Broadcast Audio and Comms Support Engineer role focuses on supporting audio and communications systems that deliver media across TV, streaming platforms, mobile, radio, and print, covering sports, news, and entertainment. 

Responsibilities include system support for stakeholders reliant on Broadcast Technology services, along with contributing to knowledge transfer, documentation, and user training. The role is part of a dynamic team that values innovation and encourages creative ideas to advance broadcasting operations in Australia.

Day to day you will: 

• Provide prompt, in-depth technical support of Broadcast systems and services.
• Manage the lifecycle of all incidents of assigned Broadcast systems and services.
• Provide assistance to all other Broadcast Technology teams as directed.
• Take ownership of the design, implementation and support of assigned Broadcast systems and services.
• Manage the lifecycle of all incidents, requests, change initiatives and system upgrades of assigned Broadcast systems and services.
• Meet regularly with stakeholders to develop and adapt workflows, systems and services to meet business objectives.
• Act as a role model and mentor to all team members and stakeholders.

This role will require you to be available to support systems and services as required - out of hours, weekend and on-call work may be required.