Total 38 technical support job vacancies in melbourne sydney

What you get to do in this role:

• The Performance Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on Performance and instance availability. This includes being the last point of escalation within the technical support department and mentoring junior team members 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 Performance Support Engineer must able to work outside of normal business hours (evening/weekend shifts, holidays) as needed.  

What you get to do in this role:   

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.

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.

What you get to do in this role

• Present 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.

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.

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.

What you get to do in this role: 

We are seeking a dynamic and experienced ServiceNow Technical Architect who can leverage their expertise in Salesforce Service Cloud to architect and implement best-in-class ServiceNow solutions. If you are a seasoned Salesforce Service Cloud Architect looking to pivot into the ServiceNow ecosystem, this is a unique opportunity to utilize your skills in workflow automation, customer service excellence, and enterprise-level architecture in a new and exciting platform. 

Key Responsibilities: 

• Lead the design and development of complex solutions and integrations between ServiceNow and other enterprise platforms (i.e. Salesforce, etc), including CRM, ERP, Telephony, and other IT systems. 
• Maintain skills/certifications on CSM (Customer Service Management) and/or FSM (Field Services Management) and/or Industry product offerings such as Telecommunications, Financial Services, HealthCare and Life Sciences for Customer Workflows
• Design and architect ServiceNow solutions that align with business needs and industry best practices, with a strong focus on service management, customer service, workflow automation, and user experience 
• Partner with business stakeholders and executives to understand short-term and long-term business goals and priorities 
• Proactively analyze current state and identify new options for improving ways of working to achieve/exceed business results. Think big but start small. Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems 
• Collaborate with stakeholders to gather and analyze requirements, translating business processes into technical solutions that enhance efficiency and user experience. 
• Provide technical leadership in the customization, configuration, and implementation of ServiceNow products in the Customer and Industry Workflow. 
• Guide cross-functional teams through the full lifecycle of ServiceNow projects, including design, development, testing, deployment, and post-implementation support. 
• Drive the adoption of best practices in ServiceNow architecture and development, focusing on scalability, performance, and maintainability. 
• Stay current with ServiceNow advancements and emerging trends in IT service management and customer service technologies. 
• Engage and collaborate closely with the ServiceNow product teams on new product service offerings and go to market activities. 
• Interface with the product team during new product implementations to gain best practices insights and give feedback on new features and capabilities to enhance the product. 

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.

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.

• The Senior 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 and mentoring junior team members 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 must able to work outside of normal business hours (evening/weekend shifts, holidays, on-call) as needed. 

What you get to do in this role

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.

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.

What you get to do in this role:

• Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.
• Lead efforts to hire, develop, and build a technical team.
• Oversight and participation in Change Management as it relates to Customer Support.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team.
• Drive daily incident 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 customers.
• Manage major operations outages and communications to the customers.
• Participate in weekend and holiday on-call rotation as required.
• Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Manage to the company and department’s vision, mission and values.

What you get to do in this role: 

Be on the ground and a core part of building a new team in Sydney. The role of the Manager – Technical Accelerators is part of ServiceNow Impact, our newest product. ServiceNow Impact personalises customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value. 

As part of the global customer success organisation, this team will help customers unlock business value and accelerate the adoption of the ServiceNow products they have purchased through delivering our technical accelerators. 

Manager - Technical Accelerators (ANZ) is accountable for managing a team of Technical Consultants that delivers specified accelerators. This requires the person to collaborate across business functions, customers, and partners, ensuring proper technical governance is followed to gain stakeholder support for the services offered. 

What you get to do: 

· Hire, coach, and lead a team of Senior and Associate level consultants to achieve the ServiceNow business goals and promote a high-performance culture. 

· Responsible for all aspects of employee performance management for your team, including career development, performance reviews, Individual Development Plans, guidance and mentoring · Build and leverage strategic relationships with nearby higher education facilities to source future talent. 

· For newly onboarded employees, execute in a player/coach style role by reviewing customer-facing deliverables focused on the solution delivery and be responsible for the quality of configured/developed solutions. 

· Be responsible for managing execution of the technical delivery for a growing portfolio of accelerator offerings as appropriate to ensure a consistent delivery experience. 

· Facilitates the team’s career and development plans in order to promote individual growth as well as developing talent for the overall ServiceNow ecosystem 

· Holds the team accountable to execute using best practices and tools to deliver value to the Customer 

· Provides strategic technical thinking, building, and executing a business plan to meet team objectives. 

· Communicates and acts as the technical escalation point of contact to facilitate collaboration, decision making, and internal and customer alignment. 

· Responsible for high customer satisfaction as reflected in Customer Survey scores. 

· Promoting continuous improvement practices for accelerators and delivery/engagement materials.

· Develop and maintain strong working relationships with other teams such as Technical Accelerators Leadership, Global Operations, Product Success, Strategy & Portfolio Management, and management counterparts in other regions.

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.

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.

What you get to do in this role

• Lead efforts to develop and build a Support Account Management Team, including development of strategies, objectives and key performance metrics.
• Guide our team members in order to achieve their highest levels of performance through coaching, training, and providing opportunities to build and refine higher-level customer management skills.
• Support and inspire the team to deliver an incredible customer support experience.
• Refine Support Account Management interactions and processes through the extensive use of KPIs, data and analytics.
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, execution and service.
• Continue building upon the relationships with Technical Support, Operations, Sales, Customer Success, Professional Services, Engineering and others.
• Lead Renewal and New Sales business discussions with our organization, Sales teams and Sales Operations, supplementing them with expert knowledge of the Support Account Management Organization.
• Advocate for critical customer issues as a critical escalation point.
• Work with your team members in the participation, management and outcomes of organizational projects and programs designed to enhance our overall program.
• Work with internal teams to continue elevating the Support Account Management Brand internally.
• Continually mentor and execute to achieve our customer, corporate, organizational and employee objectives.

What you get to do in this role:

• Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.
• Lead efforts to hire, develop, and build a technical team.
• Oversight and participation in Change Management as it relates to Customer Support.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team.
• Drive daily incident 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 customers.
• Manage major operations outages and communications to the customers.
• Participate in weekend and holiday on-call rotation as required.
• Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Manage to the company and department’s vision, mission and values.

What you get to do in this role: 

Be a core part of a new team we are building in Sydney. The role of the Senior Technical Consultant – Impact  is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value. 

Read about Impact Accelerators & watch the videos below to learn more: 

• https://docs.servicenow.com/bundle/washingtondc-impact/page/product/impact/reference/technical-accelerators.html 
• https://www.servicenow.com/legal/servicenow-impact.html

As part of the global customer success organization, this role will help customers unlock business value and accelerate the adoption of the ServiceNow products they have purchased through delivering our technical accelerators. 

You will act as the ServiceNow subject matter expert and bring ServiceNow best practices, innovations, and capabilities to help customers achieve their goals. We have high expectations and a career at ServiceNow means challenging yourself to always be better. 

The ideal candidate is someone with significant experience in ServiceNow development and who wants to help our client base with their digital transformation capabilities. 

• Present and deliver one or more offerings from our portfolio of technical accelerators to complex, large enterprise customers remotely 
• Prepare all client-facing and internal deliverables that are technology-related 
• Identify and drive process improvement opportunities, guide best practices development, and mentor/guide junior team members 
• Guide development of new offerings for our technical accelerator portfolio 
• Engage with customers’ requests in Impact including scoping of the level of effort, fulfilling business requirements, and resolving customer escalations 
• Demonstrate the product, both standard and tailored to customer needs 
• Responsible for understanding business and technical problems addressed by the Customer Success Program evolving products and business needs (security, upgrades, etc.) 
• Develop and maintain strong working relationships with other teams 
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences 
• Mentor resources and peer review development work 

The role of the Principal Technical Consultant – Impact is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value. The role will be part of a new team we are building in Sydney, Australia.

As part of the global customer success organization, this role will help customers unlock business value and accelerate the adoption of the ServiceNow products they have purchased by delivering our technical accelerators.

You will act as the ServiceNow subject matter expert and bring ServiceNow best practices, innovations, and capabilities to help customers achieve their goals. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

The ideal candidate is someone with significant experience in ServiceNow development and who wants to help our client base with their digital transformation capabilities.

• Present and deliver one or more offerings from our portfolio of technical accelerators to complex, large enterprise customers remotely.
• Prepare all client-facing and internal deliverables that are technology-related.
• Identify and drive process improvement opportunities, guide best practices development, and mentor/guide junior team members.
• Guide development of new offerings for our technical accelerator portfolio.
• Engage with customers’ requests in Impact including scoping the level of effort, fulfilling business requirements, and resolving customer escalations.
• Demonstrate the product, both standard and tailored to customer needs.
• Responsible for understanding business and technical problems addressed by the Customer Success Program evolving products and business needs (security, upgrades, etc.).
• Develop and maintain strong working relationships with other teams (internal & external stakeholders)
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.
• Provides thought leadership, leads changes and team leadership by mentoring/coaching team members (IC1 – IC4).
• Mentor resources and peer review development work.

What you get to do in this role

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.

What you get to do in this role: 

Be a core part of a new team we are building in Sydney. The role of the Senior Technical Consultant – Impact  is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value. 

Read about Impact Accelerators & watch the videos below to learn more: 

• https://docs.servicenow.com/bundle/washingtondc-impact/page/product/impact/reference/technical-accelerators.html 
• https://www.servicenow.com/legal/servicenow-impact.html

As part of the global customer success organization, this role will help customers unlock business value and accelerate the adoption of the ServiceNow products they have purchased through delivering our technical accelerators. 

You will act as the ServiceNow subject matter expert and bring ServiceNow best practices, innovations, and capabilities to help customers achieve their goals. We have high expectations and a career at ServiceNow means challenging yourself to always be better. 

The ideal candidate is someone with significant experience in ServiceNow development and who wants to help our client base with their digital transformation capabilities. 

• Present and deliver one or more offerings from our portfolio of technical accelerators to complex, large enterprise customers remotely 
• Prepare all client-facing and internal deliverables that are technology-related 
• Identify and drive process improvement opportunities, guide best practices development, and mentor/guide junior team members 
• Guide development of new offerings for our technical accelerator portfolio 
• Engage with customers’ requests in Impact including scoping of the level of effort, fulfilling business requirements, and resolving customer escalations 
• Demonstrate the product, both standard and tailored to customer needs 
• Responsible for understanding business and technical problems addressed by the Customer Success Program evolving products and business needs (security, upgrades, etc.) 
• Develop and maintain strong working relationships with other teams 
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences 
• Mentor resources and peer review development work 

Join us at ServiceNow, a global leader revolutionizing the future of work! Situated in Sydney, Australia, we are inviting professionals like yourself to be part of our dynamic Deployment and Maintenance Release team.

If you are eager to join a fast-growing company, here is your chance to make a mark in the world of enterprise solutions.

This role 

The Release Deployment and Maintenance team facilitates the General Availability Family releases and all subsequent monthly releases. As a vital member of our team, you will dive into a fast-moving program, driving programs that deliver the latest in security and functional updates directly to our customers and partners. Imagine being the backbone that supports zero-downtime updates, empowering users to evolve continuously with our products.

What’s in it for you?

• Meaningful programs: Lead significant maintenance release programs, from Patching to Hotfixes, making a direct impact on our service quality.
• Collaborative Environment: Work alongside and learn from leaders across ServiceNow, shaping the future of our services and processes
• Analytics Mastery: Turn data into stories, craft insights that guide our strategic decisions. Your analytical skills will directly influence high-level strategy
• Operational Excellence: With your finger on the pulse of our patching operations, you will be able to optimize our processes, ensure we meet our goals

Who is the TDO?

The Technical Duty Officer team has a mission to support and protect all of ServiceNow’s public services. This role is unique in the tech industry and allows the TDOs access and engagement with teams across ServiceNow.

We leverage our broad technical experience to keep critical systems running through any event. TDOs execute fixes during Internet outages, hardware failures, configuration mishaps, and natural disasters.

We have a mandate to own these problems and see them through to resolution. Unlike traditional operations roles, we have the sole authority to make any necessary changes to fix issues and bring services back online.

The TDO is the last stop in escalation and always resolves the problem. Our organisation hires subject matter experts in CloudOps, Development, Systems Engineering, and Networking. We provide leadership to a strong Site Reliability Engineering (SRE) team. We attack problems from fine grained Linux kernel configurations to large scale capacity constraints.  The TDO provides solutions to ServiceNow’s planet-scale challenges.

What you get to do in this role

• Leverage your extensive system, network, and database skills to provide technical leadership for a team of on-site engineers who are responsible for the availability and performance of ServiceNow's cloud platform.
• Coordinate all recovery efforts and Lead as the crisis manager during all major outages to provide rapid relief and resolution to any issue that could be impacting the operational environment.
• Develop new solutions and build requirements for new procedures and automation and verify that these new services meet our needs before they are released to the production environment.
• Drive organisation-wide change (global) by participating in post-incident reviews, approving new architectural designs, and establishing strong relationships by working with many cross-functional teams.
• Make operations more effective by continually training and mentoring the team on all aspects of the operational environment. 

Who is the TDO?

The Technical Duty Officer team has a mission to support and protect all of ServiceNow’s public services. This role is unique in the tech industry and allows the TDOs access and engagement with teams across ServiceNow.

We leverage our broad technical experience to keep critical systems running through any event. TDOs execute fixes during Internet outages, hardware failures, configuration mishaps, and natural disasters.

We have a mandate to own these problems and see them through to resolution. Unlike traditional operations roles, we have the sole authority to make any necessary changes to fix issues and bring services back online.

The TDO is the last stop in escalation and always resolves the problem. Our organisation hires subject matter experts in CloudOps, Development, Systems Engineering, and Networking. We provide leadership to a strong Site Reliability Engineering (SRE) team. We attack problems from fine grained Linux kernel configurations to large scale capacity constraints.  The TDO provides solutions to ServiceNow’s planet-scale challenges.

What you get to do in this role

• Leverage your extensive system, network, and database skills to provide technical leadership for a team of on-site engineers who are responsible for the availability and performance of ServiceNow's cloud platform.
• Coordinate all recovery efforts and Lead as the crisis manager during all major outages to provide rapid relief and resolution to any issue that could be impacting the operational environment.
• Develop new solutions and build requirements for new procedures and automation and verify that these new services meet our needs before they are released to the production environment.
• Drive organisation-wide change (global) by participating in post-incident reviews, approving new architectural designs, and establishing strong relationships by working with many cross-functional teams.
• Make operations more effective by continually training and mentoring the team on all aspects of the operational environment. 

What you get to do in this role:

• Profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs., increasing efficiency, and implementing/upholding change management, etc.
• Responsible for People Management, including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.
• Participate in and provide oversight to Change Management as it relates 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 get to do in this role:   

• Manage and resolve challenging issues for ServiceNow partners and customers.
• Resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or answer technical questions about the ServiceNow software and platform.
• Gain an understanding of the ServiceNow platform and all core functionality.
• Analyze data with a view to isolate the potential cause of the issue.
• Involve others to accomplish personal and group goals.
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