Total 27 job vacancies by ServiceNow

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

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. 

As an Information Security Engineer, you will be working on a team responsible for architecting, building, and scaling our global cryptographic security infrastructure systems. This role involves working with Security Architecture and ServiceNow product teams to design and deliver secure cryptographic infrastructure at scale.  

What you get to do in this role

• Define, configure, deliver, and operate cryptographic security services across our private and public cloud infrastructure.

• Work with Product and Program management to define and communicate the team's external commitments and roadmap.

• Assess risks, vulnerabilities, and mitigations of existing systems to ensure these systems are highly available, operationally sound, perform at scale, and exceed customer expectations.

• Collaborate with peer teams on complex, global engineering efforts to ensure architecture agreement, resource coordination, and implementation timelines.

• Set and sustain technical standards and best-practices in your domain.

• Work with vendors for cryptographic security services and technologies.

• We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers 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.

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.

Solution Sales is on a journey to innovate across ServiceNow’s go-to-market (GTM), delight our customers, and fuel our unparalleled climb to $20B+. We are moving fast, and with this rapid scale and dynamic growth we are hiring a team of ERP Solution Sales Executives to drive growth for our rapidly expanding ERP solutions portfolio.   

ServiceNow’s unified platform empowers businesses to establish a clean core strategy to modernize their ERP.  We help our customers discover points of friction in their ERP environments, deploy apps and pre-defined workflows or low-code / no-code solutions, and drive continuous improvement for their critical ERP systems.  ERP Solution Sales Executives will be responsible to incubate and grow our expanding ERP product offerings while helping our customers deliver great user experiences.   

ServiceNow is seeking seasoned Solution Sales Executives who know how to succeed in early stage and hyper growth markets.  We need customer facing domain experts who drive innovative business solutions with our customers. 

Candidates for this SSE role should have extensive experience with SAP/and or Oracle ERP as well as the associated technologies in this area (BTP, ECC, S/4 HANNA, Ariba, Coupa).  This position will focus on our low-code app dev App Engine for ERP modernization products (SAP, Oracle, etc.) with the support and partnership of Sales, Channel Partners, Product Management, and the executive management team. This role will need to go deep and wide on all stages of a C-level sales cycle.   

This position comes with the opportunity to play a pivotal role in scaling a hypergrowth business.  The ideal candidate is a proven sales professional, expert at partnering within a matrixed sales environment to drive success.  The ideal candidate will be a superb relationship builder, and an intellectually curious individual who can develop trust across the sales ecosystem and across multiple lines of business with our customers (finance, procurement, IT, risk).  The candidate must be able to prioritize deal engagement to deliver maximum success across a large sales territory.    

What you get to do as an ERP Solution Sales Executive: 

• Partner with the ERP Specialist Solution Consultant to co-develop and execute a go-to-market strategy for the assigned territory you cover.  
• Incubate and scale a new business with an entrepreneurial mindset but do so with the support and heft of a broader GTM engine that consistently produces outstanding NNACV growth. 
• Bring deep domain expertise to create pipeline, mature and develop opportunities, and support core field teams in the final stages of negotiation and close for ERP deals.  
• Deliver on your territory’s NNACV quota for the ERP product line.   
• Provide timely and reliable insight into current quarter forecast and multi-quarter business health.   
• Execute GTM strategies in partnership with WF/BU & cross-functional business partners including marketing, partner, geo-aligned solution sales, digital sales, core field sales and others. 
• Contribute as part of a small, geographically dispersed team of solution sellers who are dedicated to the incubation and growth of our ERP product line.  
• Provide feedback to product management about product enhancements that can address customer needs and provide additional market value.  
• Expand ServiceNow sale capacity by supporting initiatives to execute ERP enablement priorities, expand field domain expertise and ensure competitive readiness.  
• Provide guidance on target account selection and prioritization.  Partner closely with geo-aligned solution sales specialists and core sales teams to build and execute ERP plays and activities. 
• Facilitate best practice sharing between field teams and contribute to a strong virtual community of interest around ERP. 

The team

The Capacity Management team at ServiceNow drives resource availability to support our private and public cloud infrastructure.  We own the hardware lifecycle through deployment, forecasting, run-state resource management, and hardware retirement for the ServiceNow.

The role 

Your role as a Strategic Capacity Engineer is tasked with reviewing the overall health of our top accounts with the ability to articulate the infrastructure resources required.  This includes current and future hardware requirements, consumption analysis, compliance reviews, and a holistic review of our farm as it pertains to storage and performance.  This role requires a partnership with Sales, Account Executives, Account Managers, Senior Directors, and executive leadership providing analysis, utilization, and summarization of accounts and infrastructure.

What you get to do in this role

• Directly interact with a variety of internal teams providing appropriate capacity for those accounts migrating to or currently residing in our public cloud.
• Conceptualize and assist engineering solutions that automate tasks and processes pertaining to public cloud.
• Proactively analyze and identify opportunities for storage reduction providing advance warning to appropriate teams for remediation.
• Proactively identify and assess infrastructure performance deficiencies.
• Identify technical debt and provide guidance across teams.
• Collaborate with cross functional teams to assess current and future hardware requirements to optimize capacity.
• Provide forecasting analysis for non-standard customer infrastructure requirements.
• Monitor and strategize projected growth and scaling for:
  • Database Storage Utilization and Transaction Load.
  • Concurrent User Load and Burst Demand.
  • Planned and unplanned infrastructure lifecycle.

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 

What you get to do in this role: 

Be a core part of a new team we are building in Amsterdam. The role of the Senior UX Design Strategist – 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.

As part of the global customer success organization, this role will help customers realize the most value from their ServiceNow implementations through a focus on user experience. They will work with customers who implemented or plan to implement any of ServiceNow’s workflow products to transform how work gets done, with a focus on the needs and abilities of the customers’ end users.

Responsibilities:

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

Discovery activities may include conducting user research activities such as card sorts, tree tests, and usability tests, or applying your design expertise to an expert review of a solution. The right candidate also is comfortable working with Figma to design interface prototypes to guide the implementation of a configured solution.

• Assessing the usability of an implemented solution through usability testing techniques and expert reviews.
• Recommending platform-specific solutions in collaboration with Impact colleagues
• Crafting design prototypes using Figma to articulate a user experience vision to customer stakeholders.
• Articulating design concepts and solutions to technical and non-technical stakeholders
• Thought leadership - ability to lead, influence & mobilize multiple internal collaborators (including top executives) and priorities in a dynamic environment
• Plan, facilitate, and co-deliver design thinking led workshops with customers (participants range from end users to C-level) to define product implementation requirements
• Develop and maintain strong working relationships with other teams
• Mentor resources and peer review work

What you get to do in this role

• Design and deploy networks based on business and technical requirements.
• Partner with project and program managers to meet overall timelines and resolution of issues.
• Operate and troubleshoot networks to identify and resolve issues quickly.
• Take a lead role in the engagement and mitigation of outage causing events or issues.
• Validate problem descriptions and perform detailed problem diagnosis; track and update problems in trouble-ticketing system.
• Perform non-critical investigations into functionality that is not working as desired.
• Engage deeply in the sustainment function to proactively analyze network parameters such as capacity and availability to ensure issues are fixed before they cause an outage.
• Review, consult and prepare for planned change introduction to production environment.
• Participate in rotating “on call” schedule with other members of the team including weekends.
• Partner with teams to plan and execute software code upgrades and device maintenance.
• Partner with the Site Reliability Engineering (SRE) team to provide mentorship and input on operational process improvements.
• Provide feedback to infrastructure architects on design issues or improvements and input into the design process for new initiatives.

Sample first 6-month deliverables

• Quickly integrate into the environment and gain a solid understanding of network architecture, organization, and process/procedures.
• Deploy capacity into a datacenter based on demand.
• Participate in incident bridges and serve as the networking engineering resource to troubleshoot and mitigate outages.
• Take ownership of a minimum of two datacenters perform all sustainment engineering functions.
• Partner with the SRE team to identify and solve one network process issue.

What you get to do in this role

• Use your experience in software development, systems engineering and networking to proactively prevent repeatable issues.
• Drive initiatives with partner teams to improve the reliability and performance of the infrastructure through improved system design.
• Drive a culture of intolerance to manual activity which results in a highly automated environment delivering scalable solutions.
• Provide relief and sustainable resolution to issues within our infrastructure and application stack
• Drive monitoring and automation initiatives

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 Team

As a key member of the Systems Administration team within Global Cloud Operations, you will be responsible for administration and operations of the global cloud infrastructure that runs our SaaS product.

This is an opportunity to be at the core of running a Cloud SaaS platform that scales to millions of users! The Cloud Operations team is responsible for availability and efficiency of the server infrastructure that runs our SaaS platform, while consuming and deploying products that have been newly developed by engineering teams.

You will be working closely with engineers and developers across the company.

Responsibilities

• Contribute to Configuration Management and Infrastructure as Code for ServiceNow’s global private cloud.
• Develop tools in Python, bash, and JavaScript to replace manual work and improve customer maintenance experience.
• Drive enhancements and bugfixes for large scale automation projects such as patching, provisioning, and kickstart domains.
• Design and implement procedure to accomplish maintenances where automation and tooling cannot drive resolution of root causes with internal team members.
• Prepare new ServiceNow products and services for production readiness with design review, feedback to engineering teams, training, and testing.
• Use broad knowledge and experience of systems administration and networking principles to proactively prevent and address incidents while constantly improving documentation.
• Participate in escalations and Root Cause Analysis of issues in both Australia regulated markets  and global Commercial infrastructures.
• Troubleshoot database backup and restore failures as well as perform database migrations.
• Support operation of a wide variety of infrastructure services including Machine Learning and Prediction, Kafka and RabbitMQ messaging, database encryption, E-Mail infrastructure at scale, DNS, Puppet, Elasticsearch, F5 BigIP, and more.

What you get to do in this role

• Build high-quality, clean, scalable and reusable code by enforcing best practices around software engineering architecture and processes (Code Reviews, Unit testing, etc.)
• Work with the product owners to understand detailed requirements and own your code from design, implementation, test automation and delivery of high-quality product to our users.
• Implement software that is simple to use to allow customers to extend and customize the functionality to meet their specific needs
• Contribute to the design and implementation of new products and features while also enhancing the existing product suite
• Be a mentor for colleagues and help promote knowledge-sharing

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 

Responsibilities

• Manage, monitor and manipulate the server farm behind ServiceNow cloud
• Work directly on or with the servers to enable and optimize capacity utilization for the ServiceNow customer base
• Enhance processes and tools necessary to simplify and provide consistent project execution
• Provide proactive management and innovation to ensure 100% success of ServiceNow cloud automation

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:   

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.

• Schedule appointments, plan meetings, and maintain complex and changing calendars, while working through scheduling roadblocks.
• Draft and prepare routine and advanced correspondence including emails, presentations and reports. Review outgoing correspondence for accuracy, format consistency, signatures and conformance with executive procedures.
• Assist leadership and organizations by optimizing usage of time. Make decisions regarding short-term priorities and work activities.
• Arrange all travel to ensure consistency within company procedures and support organization in obtaining necessary travel documents including Visa/passport, while maintaining Leadership expenses/credit card reconciliation.
• Identify issues within the organization and initiate or facilitate solutions.
• Assist internal departments with the setup of new hires.
• Assist new hires with processes including expense reporting and travel systems and other internal processes and tools. Compile, prepare and process Leadership expenses and credit card reconciliation where needed.

What you get to do in this role:

• Help in building the measurement strategy for the Global Technical Support organization
• Interact with GTS leadership to determine current and future needs vs existing tools and facilities
• Work with various internal teams on delivery of analytical and operational tools for GTS
• Update and maintain tool and metric inventory and definitions
• Create, deliver and analyze key metrics using dashboards and QBR reporting
• Create or improve and implement analytics reporting for customer support
• Develop actionable insights from analysis to make recommendations on key business strategies.
• Participate in creating advanced analytical models to support Global Support organization and Engineering initiatives
• Provide models and analysis to help identify areas of opportunities to work with Business Units
• Learn and become and SME using our internal analytics tool (Performance Analytics)

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.

Do you

• know Linux in various levels of diagnostics and troubleshooting?
• write code to automate repetitive tasks every time you face repetitive work?
• smile when you solve an issue in Frankfurt from your laptop in Sydney?

Answer 'yes' to these questions and we would like to hear from you. Go ahead, hit the Apply button and let's have a chat about your skills and experiences.

Want to know more about us?

Now that we have set the pace, keep reading if you want to understand more about the role and the SRE team. We hope it will be helpful.

Let’s start with the role

As a Site Reliability Engineer, you will - 

• Provide relief and sustainable resolution to issues within our infrastructure.
• Use your experience in software development, systems engineering and networking to proactively prevent repeatable issues.
• Drive initiatives with partner teams to improve the reliability and performance of the infrastructure through improved system design.
• Drive a culture of intolerance to manual activity which results in a highly automated environment delivering scalable solutions.

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.  

The Senior Performance Support Consultant (Escalations Engineering) role is a unique opportunity to join the Customer Service and Support team working with some of our largest customers with their toughest performance and scalability challenges. You will be accountable for driving the successful closure of critical escalated technical issues for our most complex and strategically important customers.

As someone who can think outside the box, you will work on a mixture of reactive and proactive engagements where your technical troubleshooting skills in the stack will come to the fore. In addition, your top-notch consulting skills will be put to good use as you will take on the role of “trusted advisor” to help turn a bad situation around and help customers get maximum value from our platform.

We’re looking for the best of the best and the cream of the crop. In return, we offer highly competitive base salaries and benefits including generous holiday allowances, bonus scheme, stock options, and flexible working arrangements. Our inclusive work culture embraces belonging and individuality, collaboration, and customer orientation.

Our customers are our North Star and we are passionate about making them successful!

*Please note - this role is a hybrid role and would require you to be in the Sydney office 2 days per week*

What you get to do during a typical week:

You will be partnering with our largest customers & Internal stakeholders to identify and root cause performance and scalability issues impacting their ServiceNow deployments. Successful hires will get a chance to:

• Use problem solving skills along side industry leading tools to holistically analyse ServiceNow instances to identify and remediate resource contention at all layers of the stack
• Explore platform Java and JavaScript code to gain a detailed understanding of the behavior of ServiceNow applications
• Improve the throughput of Java Virtual Machines (JVMs) by deep diving into memory allocation and garbage collection tuning
• Optimize relational database performance by refactoring queries at the application layer or by applying tuning within the database itself
• Use extensive lab / test environments to reproduce and root cause issues impacting customer’s ServiceNow deployment(s)
• Engage with cross functional teams to highlight identified product defects, assist with implementation of work arounds, or devising long term fixes
• Drive improvement from within by creating high quality knowledge articles, developing tooling for use within the support organization, or mentoring and training junior colleagues
• Build and deliver compelling presentations to a variety of internal and customer stakeholders acting as a trusted advisor on how they can improve the performance of their ServiceNow deployment and adhere to leading practice guidelines.