We are looking for a Splunk Monitoring Engineer, to join our Cloud, Data, and Infrastructure team!

What is this role about

The Splunk Engineer will, manage, maintain, support and enhance monitoring, automation, and the Configuration Management Database (CMDB) platforms. Whilst also creating dashboards and enhancing alerting functionalities to enable the business to meet client needs.

As a member of our Cloud Data & Infrastructure team, you’ll be responsible for:

• Designing, implementing, supporting, and maintaining monitoring and automation solutions using Splunk, BMC Helix, SCOM and other monitoring platforms.
• Managing, maintaining, supporting, and enhancing Cuscal instances of BMC’s Helix Services Platform including but not limited to the Discovery, full CMDB and AIOps components.
• Ensuring that the CMDB is continually updated, accurate, and accommodating business needs.
• Creating, maintaining, enhancing and following associated processes.
• Ensuring that others across the enterprise adhere to associated processes.
• Maintaining and enhancing monitoring and alerting standards and ensuring that Engineering and other relevant teams are aware of these and adhere to them.
• Automate monitoring and alerting of events.
• Liaising with clients and client-facing staff to ensure that monitoring and alerting requirements are met.

Career Opportunities: Infrastructure Engineer (30380)

Why work for us?

A career at Janus Henderson is more than a job, it’s about investing in a brighter future together.

Our Mission at Janus Henderson is to help clients define and achieve superior financial outcomes through differentiated insights, disciplined investments, and world-class service. We will do this by protecting and growing our core business, amplifying our strengths and diversifying where we have the right.

Our Values are key to driving our success, and are at the heart of everything we do:

Clients Come First - Always | Execution Supersedes Intention | Together We Win | Diversity Improves Results | Truth Builds Trust

If our mission, values, and purpose align with your own, we would love to hear from you!

Your opportunity

Join a team of engineers that are responsible for designing, implementing, and maintaining the company's network infrastructure. You will work closely with other IT teams, vendors, and business stakeholders to ensure that the network is reliable, secure, and meets the needs of the organization.

• Maintain a large network, server, and cloud environment

• Close audit findings as identified

• Perform disaster recovery testing

• Participate in team on-call rotation

• Enhance communication channels between APAC business units and global IT teams to ensure seamless operations and support.

• Monitor ticket queues for network, server, and cloud engineering teams, and address or escalate tickets as appropriate.

• Execute changes and updates outside of London and US business hours to support global operations.

• Perform quarterly vendor reviews with key vendors serving the APAC region.

• Provide assistance to server and network teams in managing and supporting the infrastructure across the APAC region.

• Participate in routine maintenance activities and contribute to global business-as-usual (BAU) infrastructure modifications, including the implementation of infrastructure upgrades, application of patches, and adjustments in configurations.

• Lead the execution of disaster recovery testing protocols specific to the APAC region, ensuring readiness and resilience.

• Offer on-call support for addressing critical infrastructure issues that arise

• Commit to attending global team meetings weekly – where possible, outside of regular business hours, to align with different time zones, facilitating better integration and collaboration with the global server and network teams.

• Your role may require you to interact with other JHI offices, employees and third parties based in different time zones, outside of core business hours, such as the UK, USA and rest of APAC.Carry out other duties as assigned

What to expect when you join our firm

• Hybrid working and reasonable accommodations

• Paid volunteer time to step away from your desk and into the community

• Support to grow through professional development courses, tuition/qualification reimbursement and more

• All-inclusive approach to Diversity, Equity and Inclusion

• Maternal/paternal leave benefits

• Complimentary subscription to Headspace – the mindfulness app

• All employee events including networking opportunities and social activities

Must have skills

• Proven experience in infrastructure engineering, covering servers, networking, and cloud technologies.

• Ability to work independently with a broad skill set across multiple IT disciplines.

• Strong problem-solving skills and the ability to identify and address user-specific issues in the APAC region.

• Familiarity with managing Cisco UCS servers, VMs in VMware, patching ESXi hosts, extending disk space on servers, performing backups and restores, and ensuring optimal performance of the Citrix environment for APAC users.

• Basic understanding and capability to make firewall changes and manage network configurations.

• Excellent communication and collaboration skills, essential for working in a global team environment.

• Familiarity with reviewing infrastructure-related invoices, ensuring accuracy and cost-effectiveness in the APAC region.

• Experience in managing incidents and participating in an on-call rotation, demonstrating the ability to handle critical issues efficiently.

• Possess extensive knowledge in various IT domains, including but not limited to servers, networking, VMware technologies, and backup/recovery strategies.

Nice to have skills

• Experience with Cohesity for data management and backups.

• Willingness and ability to travel within the APAC region as needed for the role.

• A proactive approach to seeking out service process improvements and contributing to the design and continuous enhancement of our infrastructure.

• Skills in creating and maintaining technical documentation and training materials, which help streamline processes and knowledge sharing.

• Interest in or current engagement with learning Azure cloud management to broaden cloud infrastructure skills.

• Enhanced system monitoring and alerting capabilities, aiding in the proactive management of the infrastructure.

• A commitment to continuous learning and improvement, showing a dedication to staying abreast of the latest technologies and methodologies in infrastructure engineering.

Potential for growth

• Mentoring

• Leadership development programs

• Regular training

• Career development services

• Continuing education courses

You will be expected to understand the regulatory obligations of the firm, and abide by the regulated entity requirements and JHI policies applicable for your role.

At Janus Henderson Investors we’re committed to an inclusive and supportive environment. We believe diversity improves results and we welcome applications from all backgrounds. Don’t worry if you don’t think you tick every box, we still want to hear from you! We understand everyone has different commitments and while we can’t accommodate every flexible working request we’re happy to be asked about work flexibility and our hybrid working environment. If you need any reasonable accommodations during our recruitment process, please get in touch and let us know .

Who are we?  

Humanforce’s vision is to make work easier and life better for frontline and flexible workforces. 

Humanforce provides the market leading, best-in-one human capital management (HCM) suite for frontline and flexible workforces - without compromise. Our employee centred, intelligent and compliant HCM suite is highly integrated and composable, and consists of Workforce Management (WFM), HR, Payroll, and Wellbeing.  

Humanforce has built strong foundations since its founding in 2002. We help over 2300 customers and almost 1 million employees under management in 30+ countries, across a wide range of industries, including aged, child and health care; education; hospitality; retail; local government and more. Today, we have offices across Australia, New Zealand, United Kingdom, North America and the Philippines.

Customers choose Humanforce because we enable them to deliver an exceptional employee experience, build a compelling employee value proposition, and connect the flow of the world’s talent with the growth, productivity and efficiency objectives of frontline and flexible workforces. 

Who you are

We are seeking a dynamic and self-driven Senior Data Engineer with a genuine passion for data and a commitment to achieving impactful results. Armed with a solid technical skill set and exceptional problem-solving abilities, you excel in collaborative settings and relish being part of a diverse team. You confidently take the lead on key data engineering projects and take pride in crafting robust, scalable, and efficient solutions. Your unique talent for merging innovation with practicality positions you as a vital asset in the development of a real-time, customer-focused analytics product.

What you’ll do

• Create and sustain a highly scalable and efficient data warehouse tailored for customer-facing analytics.
• Design, maintain, and deploy dbt core along with dbt pipelines for effective data transformations.
• Craft and execute solid data extraction and loading mechanisms utilising Streamkap.
• Boost the performance of ELT pipelines with a focus on optimising query speeds.
• Establish a robust data governance framework to uphold data quality and consistency.
• Work in close partnership with data scientists, software engineers, DevOps, and DBAs to drive cross-functional initiatives.
• Ensure the integrity, reliability, and security of our data engineering architecture.
• Oversee and troubleshoot data workflows to ensure smooth and uninterrupted operations.

What you’ll need

• At least 5 years of experience in data engineering or a related discipline.
• Adept in SQL and Python.
• Proficient in constructing and managing data pipelines (such as dbt core).
• Familiar with cloud technologies (like AWS).
• Experienced in administering and architecting relational databases.
• In-depth knowledge of AWS cloud services for data engineering and analytics.
• Practical experience in database administration and optimisation techniques.
• Strong grasp of ETL/ELT processes and pipeline development.
• Exceptional problem-solving abilities with a knack for independent work as a self-starter.

Some ‘nice to haves’

• A strong background in software engineering or development.
• Proven experience in an Agile environment.
• Familiarity with Infrastructure as Code tools (such as CloudFormation and Terraform) and CI/CD practices (like GitHub Actions) is a definite plus.
• Knowledge of real-time data replication tools and processes.
• A solid understanding of advanced data transformation techniques and strategies for query optimisation.
• Experience in constructing data systems for business intelligence and analytics within enterprise environments.

Our values  

• We are bold  
• We are all in  
• We are customer obsessed  
• We do what we say  
• We are good humans  

Our approach to flexibility  

We are passionate about people making their own decisions about where and when they work. Our aim is to facilitate hybrid working (mix of in the office and from home) where possible to support our people to be effective, empowered, and productive to achieve both their career and personal goals. Because we recognise that working flexibly means different things to different people, flexible working exists in many forms. 

Benefits 

• A flexible working environment  
• The opportunity to be part of a fast-growing tech company   
• A focus on development with access to Go1 learning   
• Paid parental leave and Quarterly Wellbeing Days   
• Employee talent referral scheme (know great people, be rewarded)   
• A fun and friendly culture working with passionate and talented people   
• A work environment where you can genuinely improve the world of work! 

We are a diverse and dispersed organisation and are actively looking to grow our team with individuals from all diverse backgrounds. We encourage applicants from all backgrounds, cultures, ages, genders, neurodiversity, religions, sexual orientations, and experiences to apply.  

We are a 2024 Circle Back Initiative Employer and commit to respond to every applicant

AECOM has an opening for an Electrical Engineer to join our Buildings and Places team in our Sydney CBD office.

The role is ideal for a values driven experienced engineer with a strong technical background with an interest in developing detailed design solutions and is responsible for the delivery of a range of exciting electrical engineering projects which cover a diverse range of the construction sector including Data Centres, Defence, Commercial, Education and Health.

What will a day in this role look like:

• Use your experience on building services projects as an Electrical Engineer or Senior Electrical Engineer, to prepare technical design documentation across a variety of industries and market sectors whilst guiding and mentoring junior members of staff.
• Contribute to the broader team by providing specialised advice on a range of projects, utilising your experience in Australian Standards with exposure to State and Federal Government Projects
• Liaise with internal stakeholders across our expansive multi-disciplinary engineering team to provide high-level technical advice on some community-defining projects.
• Design experience on Australian defence infrastructure and facilities

We’re looking for a Commercial Customer Success Engineer to drive the success of Procore’s strategic commercial customers. In this role, you’ll be the  product champion of Procore and serve as a subject matter expert. You will succeed in this role when the customer succeeds in adopting and realising business performance gains from their investment in Procore. You will literally be helping improve the lives of our construction customers by connecting them on a global platform.

As a successful Commercial Customer Success Engineer you’ll help organisations understand best practices around construction technology and solutions, and the many business benefits they can provide. You’ll work in a highly collaborative, creative, and driven environment that values openness, optimism, and ownership. In this role, you’ll leverage your consultative-mindset and knowledge of the construction industry and Procore’s software platforms to provide clients with important recommendations on how to maximise the value of their Procore technology, and what other products they can benefit from. You’ll partner closely cross-functionally with Sales, PS, Support, Product and Marketing. Successful candidates are passionate about construction and technology. 

This role is based in Sydney, Australia and reports into Manager of Customer Success.

What You’ll Do:

• Make data-driven recommendations to your customers on how they can optimize the value of Procore, based on customer analytics and industry best practices.
• Craft value-based presentations that address customer business problems and accelerate the adoption of the Procore platform
• Provide product roadmap and product release updates to your customers so that they can benefit from our leading-edge technology
• Drive in product demonstrations and coordinate multiple technical resources, both internal and external
• Provide the highest level of responsiveness and customer service and to your clients, through clear and effective communication
• Foster a positive team culture by supporting and mentoring your fellow Procorians
• Collaborate with all levels of the Procore organization to develop best practices and drive Procore’s evolution as a market leader
• Develop a mastery of Procore’s products, professional services, and industry best practices
• Up to 50% travel to client sites (may include domestic and international), industry events, and other Procore offices

What we’re looking for:

• 5+ years of Customer Success, Professional Services, Technical Pre-Sales experience or 5+ years of Construction industry expertise preferred
• Ability to leverage strong technical aptitude to master Procore’s product offerings, business model, services, and emerging technologies
• Ability to work cross-functionally and collaboratively with multiple stakeholders on time-sensitive projects
• Outstanding presentation and communication skills both in-person and through virtual meetings, and in writing
• Strong systematic and problem-solving skills to synthesize relevant and impactful intelligence from ambiguous data
• Experience acting as a technology evangelist 
• Able to operate in a fast-paced, diverse, innovative environment.

Stand Out Experience:

• Understanding of the construction industry across different verticals (general contracting, subcontracting, real estate development, etc.) is a plus
• Previous experience as a  construction Project Manager, Site Super, Project Finance Manager, Estimator or Project Engineer preferred  

Hi. We’re OFX, a global provider of online, international payment services. We solve the complexity of moving money and enable better decisions. Headquartered in Sydney with offices worldwide, we’re a customer-focused business that is all about inspiring customer confidence.

At OFX, you’ll have the opportunity to reach beyond your role and function across disciplines. Make use of your diverse skill set at a business that values your expertise and turn your potential into reality.

Purpose of your role

The Software Engineer role is responsible for delivering high quality code in a timely manner while working with the Tech Lead and Engineering Managers to design solutions as appropriate. Working in an agile environment you bring excellent problem-solving skills while delivering quality software. On a day-to-day basis the Software Engineer is actively helping enhance the continuous improvement of our technical delivery and agile processes while positively contributing to discussions and team dynamics. The Software Engineer will proactively seek to learn and grow on the job to push the quality of the team's delivery forward. The Software Engineer is responsible for delivering high quality application, automation and testing code in accordance with industry best practice and OFX guidelines.

What you do

• Work closely with the Tech Lead and Engineering Manager in delivering code and participating in code reviews.
• Ensure code is efficient and adheres to OFX coding standards and guidelines and industry best practices.
• Ensure you take ownership of work and collaborate effectively with the team. Seek clarification from Engineering Manager, Tech Lead and senior engineers.
• As part of an agile team assist outside of your core skills including deployments, QA and level 3 support when appropriate.
• Work collaboratively within the agile team to deliver user stories. Owning stories to ensure they meet all functional and non-functional acceptance criteria.
• Work with the Engineering Manager and Tech Lead to create solutions and conduct spikes when required.
• Participate in code reviews and proof of concepts.
• Maintain consistent and constant communication with stakeholders.
• Document solution proposals, decisions and guides to troubleshoot and maintain systems we own.
• Stay curious and learn and acquire skills on the job.

Hi. We’re OFX, a global provider of online international payment and money management services. Our journey is one of exciting growth and transformation, revolutionizing how businesses and individuals move and manage money globally. We're evolving into a global payment solutions provider, enabling businesses to streamline their global financial operations, improve control, reduce costs and achieve more. Our new Business Platform offers clients real-time visibility and controls over their payments, expenses, approval workflows and reconciliations to help make business easier.

At OFX, you’ll have the opportunity to bring your expertise to life, collaborate across disciplines, and be part of a team shaping the future of global money management.

Purpose of your role

The Software Engineer role is responsible for delivering high quality code in a timely manner in
accordance to the requirements laid out by the architects and technical leads. Working in an agile
environment you will provide technical expertise and support while delivering quality software. On a
day to day basis the Software Engineer is actively contributing to the continuous improvement of our
technical delivery and participating in the agile processes while positively contributing to discussions
and team dynamics. The Software Engineer is responsible for delivering high quality application,
automation and testing code in accordance with industry best practice and OFX guidelines.

What you do

• Work closely with the Tech Lead and senior engineers to deliver code and participating in code reviews.
• Ensure code is efficient and adheres to OFX coding standards and guidelines and industry best practices.
• Participate in a collaborative working environment and contribute positively to a high-performing team.
• Identify complex areas of code that require refactoring and technical debt and ensure these are addressed as appropriate.
• As part of an agile team assist outside of your core skills including deployments, QA and level 3 support when appropriate.
• Work collaboratively within the agile team to deliver user stories. Owning stories to ensure they meet all functional and non-functional acceptance criteria.
• Work with the solution and application architects to create solutions and conduct spikes when required.
• Participate in design reviews and proof of concepts.
• Maintain consistent and constant communication with stakeholders.

We are looking for a Software Engineer to join our Connect division. The Symbio Connect division works with the world’s leading software platforms and communication providers, with customers including Google, Microsoft, and Cisco.

Reporting to the Lead Software Engineer, this role is responsible for designing, maintaining, and supporting our next generation platforms.  This is a full stack, hands-on role that will be developing new features for our customers which meet the needs of our business. Your role will involve building with best practices and resiliency in mind, adhering to agile processes and dealing with business and technology stakeholders.

There is an expectation that this role is part of the teams after hours support roster (level 3), which is rotated weekly for production critical platforms.

What you'll do as a Software Engineer:

• Solution, develop, deploy and support well architected code in our microservice based rating platform
• Ensure code is adequately tested
• Ensure appropriate consideration is given to testing, security, stability, reliability, and monitoring of code
• Drive technical decisions and directions within the team and across platforms
• Own end to end delivery of teams products/platforms
• Work in a team environment; collaborate with internal stakeholders and customers
• Invest time in learning new technologies

UI/UX Engineer (12 month Fixed-term-contract)

Join our team as a UI/UX Engineer, and unlock your potential in a challenging, dynamic, and fast-paced environment. 

As a UI/UX Engineer, you will be part of a Tech Squad to execute on an exciting travel product. You will get an opportunity to work on cutting edge technology and play a pivotal role in driving advancement in the bank's leading engineering practices. You will build and coach others to develop and automate the testing of robust, adaptable code that is always production ready.  

Enjoy a competitive salary, wellbeing perks, and endless opportunities for professional development and internal mobility. Don't miss out on this chance to showcase your skills!

 About us

Visa Managed Services (VMS) is the delivery arm of Visa Consulting and Analytics (VCA) team. We draw on our expertise in strategy, consulting, data analytics, and industry experience to develop fact-based recommendations and delivery plans to improve client performance. The VMS team is specialised in building teams that work within our client’s businesses to drive results.

About your role

Embedded within the client’s business, you’ll enjoy working in a collaborative Tech Squad, delivering against a clear roadmap that will deliver results for the client.

• You are a UX leader curious about emerging technology
• Our team is committed to providing the best digital experience for our customers
• Through collaboration we can deliver the best customer experience across our digital platforms
• Cohesively work with the broader design, research and delivery team to produce designs that champion the best digital experience for our customers while achieving business goals.
• Under the leadership of your Experience Design lead you will own 1-2 major projects – from scoping and costing through to design execution.
• Produce flows, wireframes and interactive prototypes along with detailed supporting documentation
• Regularly review data and insights to create designs that put the customer first while meeting business objectives
• Effectively manage stakeholder’s expectations through regular and relevant interaction. Your stakeholder community includes Product Owners, Dev/Engineering, Sales, Marketing, Legal and Compliance representatives
• Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people.
• Make trade-offs in an environment of often-conflicting objectives, e.g. deliver great experience to deadlines with fixed resources. Ruthless prioritisation and an ability to focus on key issues.
• Advocate the value of UX in the broader organisation

What you will need to be successful:

• Proven experience designing conceptually for complex, transactional consumer interfaces across multiple devices
• An ability to solve complex design problems while visualising solutions in appropriate ways
• Proven experience managing UX project delivery in an agile framework within agreed time frames
• Experience managing, coaching and mentoring other designers to achieve desired outcomes while recognising the difference between “good” and “great” work.
• Influential communication and stakeholder management skills with demonstrated success presenting design in a clear, confident and persuasive manner
• Experience using customer research, behavioural or digital analytics to drive design and optimisation
• Skills in information architecture, task flow and/or decision tree mapping
• To support the application a strong portfolio demonstrating UX process, low and high fidelity design skills, outcomes delivered would be of value.

Why Work with Us:

• Opportunity to work in a dynamic and fast-paced environment
• Take advantage of working across two organisations
• Collaborative and supportive team culture
• Competitive salary and other perks including AUD1,000 well-being allowance and AUD4,000 study grant
• Professional development opportunities to grow your skills and career
• Opportunities to move internally to switch up your career

Become a valuable member of our team and contribute to our thriving organisation. Apply now and show us what you’ve got!

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Senior iOS Engineer (12 month Fixed-term-contract)

Join our team as a Senior iOS Engineer, and unlock your potential in a challenging, dynamic, and fast-paced environment. 

As a Senior iOS Engineer, you will be part of a Tech Squad to execute on an exciting travel product. You will get an opportunity to work on cutting edge technology and play a pivotal role in driving advancement in the bank's leading engineering practices. You will build and coach others to develop and automate the testing of robust, adaptable code that is always production ready.  

Enjoy a competitive salary, wellbeing perks, and endless opportunities for professional development and internal mobility. Don't miss out on this chance to showcase your skills!

 About us

Visa Managed Services (VMS) is the delivery arm of Visa Consulting and Analytics (VCA) team. We draw on our expertise in strategy, consulting, data analytics, and industry experience to develop fact-based recommendations and delivery plans to improve client performance. The VMS team is specialised in building teams that work within our client’s businesses to drive results.

About your role

Embedded within the client’s business, you’ll enjoy working in a collaborative Tech Squad, delivering against a clear roadmap that will deliver results for the client.

• We are looking for a passionate Senior iOS Engineer to join our mobile development team. In this role you will design, develop, test, and deliver robust and secure banking applications  for the iPhone, iPad, and Watch devices.
• Work along the full lifecycle iOS software engineering from idea to working production.
• Take ownership across the SDLC – planning, analysing, designing, implementing, testing, deploying, and maintaining – in adherence to development standards and guidelines.
• Write code that is easy to read, highly maintainable, and written with automated testing in mind.
• Leverage the best in TDD/BDD practices to delivery working software, every time.
• Working with business analysts, and user experience designers to ensure requirements are clear whilst offering technical input into the requirements process.
• Working with solution designers to provide input into the design for any feature or application that the mobile service support.

What you will need to be successful:

• 5+ years demonstrated experience as an iOS Developer.
• Strong Swift knowledge: Generics, “Result” pattern, Protocol-Oriented programming, Functional Programming, algebraic data types, etc
• Solid experience with Xcode, IB, and Instruments
• In-depth knowledge of Cocoa & Cocoa Touch frameworks
• HTTP web services integration
• Strong OOP concepts & Design Patterns understanding
• Strong Git & GitFlow knowledge
• Unit Testing Design and Implementation

Why Work with Us:

• Opportunity to work in a dynamic and fast-paced environment
• Take advantage of working across two organisations
• Collaborative and supportive team culture
• Competitive salary and other perks including AUD1,000 well-being allowance and AUD4,000 study grant
• Professional development opportunities to grow your skills and career
• Opportunities to move internally to switch up your career

Become a valuable member of our team and contribute to our thriving organisation. Apply now and show us what you’ve got!

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Development is the largest discipline at Endava. Our developers design, build, and release software products in multiple programming languages, frameworks, and libraries. Always collaborating with cross-functional project teams, our developers are adaptable problem-solvers with a client-oriented mindset.  

Responsibilities

• Elaborates software/system design and assists development teams in carrying out the implementation of complex technical solutions.
• Collaborates with architects, BAs, and other project stakeholders in assessing the feasibility of the requirements and actively participates in defining the technical solutions.
• Recommends and promotes IT industry standards, tools, and practices (DevOps, etc.) to achieve well-engineered software products.
• Proposes improvements and escalates risks/issues related to development activities.
• Participates in the review of the work done by development team members.
• Learns, applies, and promotes new technologies, practices, and tools as appropriate to the project.
• Participates in internal and external tech communities, events, etc.
• Shares experience and knowledge gained from projects.

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

As a Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and providing technical guidance in addressing their business needs. The focus will be on addressing complex Integration issues that are inbound or outbound of the ServiceNow Platform. You will be the voice of the customer in ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.   As part of this team, you will be expected to learn our product suite as it continues to grow so you can best understand and support how our customers make use of our platform.

Specifically, the Technical Support Engineer will be involved in 

• Customer Advocate providing support to users/administrators of our platform.
• Contributing to the growth of best practices for the delivery of support services.
• Understanding our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
• Assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues.
• Managing customers' expectations and experience in a way that results in high customer satisfaction.
• Maintaining technical expertise in assigned areas of product functionality and use that expertise to help customers.
• Suggesting and implementing improvements to internal processes and work on technical and non-technical projects.
• Communicating with customers and our teams through case, phone and other digital methods.
• Creating knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
• Maintaining impeccable case hygiene and customer related files and records.
• Handling incoming phone calls for existing and new customer issues.