ServiceNow Senior Engineer

SERVICENOW SENIOR ENGINEERWork for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide. WHAT IS A SERVICENOW SENIOR ENGINEER?

Our awesome client, a company based in Australia, is looking for a SERVICENOW SENIOR ENGINEER to be part of their team. Role Description and ResponsibilitiesNexon is currently seeking a ServiceNow Senior Support Engineer to support our ServiceNow Managed Services for customer contracts. The ServiceNow Senior Support Engineer plays a crucial role in managing and enhancing our ServiceNow ITSM platform, ensuring optimal performance, reliability, and user satisfaction.

This position involves advanced technical support, system administration, and operational improvements to support our business processes. The ideal candidate will have extensive experience with ServiceNow, demonstrating strong problem-solving skills and a commitment to excellence in service delivery. Required Skills and QualificationsThe Support Engineer is part of our support 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 integral to the success of our customers. In this role, the support engineer will resolve technical requests and issues 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, support ticket updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential 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. You will be an expert with the broad ServiceNow platform and process knowledge across a wide portfolio of services and products. Key ResponsibilitiesServiceNow Management: Administer, configure, and maintain the ServiceNow platform to meet business requirements.

Ensure system reliability, scalability, and performance. Incident and Problem Resolution: Provide advanced technical support for ServiceNow-related incidents and problems.

Analyze and troubleshoot complex issues, ensuring timely resolution and minimal disruption. Change Management: Lead the planning and implementation of changes to the ServiceNow platform. Assess risks, test changes, and oversee deployment to production.

Continuous Improvement: Identify opportunities for process and system enhancements. Implement best practices and automation to streamline operations and improve service delivery. Collaboration and Support: Work closely with IT teams, business stakeholders, and external vendors to align ServiceNow functionalities with business goals.

Provide training and support to users and junior staff. Documentation and Compliance: Maintain comprehensive documentation for system configurations, processes, and procedures. Ensure compliance with IT policies, standards, and regulatory requirements.

Essential Knowledge, Skills and ExperienceDegree or relevant tertiary education in Computer or related discipline or recognized industry qualifications and experience;5 years customer-facing technical support experience, with at least 3 years focused on ServiceNow. Ability to troubleshoot difficult complex technical issues. Experience with JavaScript, HTML, CSS, and REST/SOAP web services.

Personal commitment to quality and customer service. Support managed services in upgrades, platform subscription usage. Demonstrated ability to deliver to deadlines and adapt to changing priorities;Excellent problem-solving, communication, and interpersonal skills.

Certifications (Certified System Administrator and at least a Certified Implementation Specialist certification). Ability to manage sensitive information and maintain a high degree of confidentiality;Commitment to the principles and practices of Equal Employment Opportunity and Work Health & Safety.

Preferred / Highly DesirableUnderstanding of ServiceNow Licensing models across the platform;Knowledge across ServiceNow CSM, ITSM, HR, ITOM, and SPM modules. Understanding of ITIL frameworks and their application in ServiceNow.