Overview:
 
Provides technical support to administrators, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex computer systems, complex software, integrations, or networked and/or wireless systems.
 
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning applications and software. Troubleshoots and diagnoses design, reliability and maintenance problems or bugs to platform engineering/software engineering.
 
What you will do in this role:
 

• Be a Customer Advocate providing support to users/administrators of our platform
• Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations
• 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.

 
What you will need to be successful in this role:
 

• Troubleshooting or Configuration Knowledge on LDAP/Active Directory, SSO, or other authentication or user management systems (e.g. Azure AD, Okta, SAML, SiteMinder)
• Understanding of Email?Troubleshooting (e.g. Office 365, Exchange  )?
• Knowledge on Web?Services  (SOAP, REST)?
• Experience Data Extraction Technologies (e.g. JDBC, ODBC)
• Hands-on experience exporting/importing data between separate systemS
• Working knowledge on Network troubleshooting (e.g. Ping, Telnet)
• Hands on experience in any?bi-directional, integration between two systems?
• Some experience with Scripting languages:?  JavaScript, Python, Perl, Unix Shell, Windows Shell)
• Experience with relational databases (e.g. MySQL, Oracle)
• Experience with the gathering and reading of various log files including tools like Splunk