Staff Technical Support Engineer - Integrations & Automations (24/7 Shifts and weekend rotations)

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
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.
Support engineers at this level of experience will have the opportunity to mentor and coach junior members of their team.
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.
*Must be available to work 24/7 shifts, including nights, weekends, and holiday rotations, to ensure continuous support for integrations and automation systems*
Qualifications
Qualifications and technical skills that will lead to your success:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 8+ years customer facing technical support expertise including a lead role
• Ability to troubleshoot multiple difficult technical issues with ease and complexity
• Advanced understanding of JavaScript
• TCP/IP, Networking knowledge
• Ability to read advanced Java/JavaScript code, with exposure to broader infrastructure services, operating systems, hardware, and networking
• Ability to discuss complex issues with the customer and development team and provide solutions to customer cases
• Personal commitment to quality and customer service
• Effective team player who can also work independently.
• Skilled in understanding and communicating complex technical processes.
• Maintains professionalism when handling challenging user issues.
• Excellent time management skills.
• Consistent ability to work evenings and weekends

Key Responsibilities:
Notifications & Messaging:

• Troubleshoot Email Notifications, Email Templates, and Inbound Actions to ensure timely and actionable communication.
• Troubleshoot Push Notifications, including Actionable Push Notifications and SMS messaging within the ServiceNow instance.

Authentication & Security:

• Troubleshoot issue around Adaptive Authentication solutions to improve platform security based on user behavior and context.
• Configure and troubleshoot SSO (Single Sign-On) using SAML, OIDC, and related protocols.

Data Import & Export:

• Troubleshoot Import Sets, Transform Maps, and Import RTE for structured data ingestion.

Desired Skills:
Integrations & Automation:

• Troubleshoot integrations using Flow Designer, Integration Hub, and Spokes.
• Expertise on spokes such as:
  • IHub Exchange Server Spoke
  • Remote Instance Spoke
  • Microsoft Directory V2 Spoke
• Resolving issue with ServiceNow Web Services (REST/SOAP) for external system communication.
• Support issue with Microsoft DLP Integration for data loss prevention workflows.
• Expertise in ServiceGraph Connectors for CMDB and external data synchronization
• Good understanding of ServiceNow SecOps and HandsOn experience with Qualys ,Tenable integrations

Preferred Skills:

• ServiceNow Certified System Administrator
• ServiceNow Certified Implementation Specialist

Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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