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.
Benefit options available through Magnit Global, depending on contract factors and upon meeting requirements.
• Customer Advocate providing support to users/administrators of our platform. Supporting and contributing to the growth of best practices for delivery of support services.
• Understanding our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
• Own and resolve all issues with a high standard of professionalism.
• Hands on experience triaging, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues
• Manage customers' expectations and experience in a way that results in high customer satisfaction.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
• Suggest and implement improvements to internal processes and tools.
• Work on technical and non-technical projects
• Effectively communicate with customers and internal teams via case, phone and other electronic methods
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
• Maintain impeccable case hygiene and customer related files and records.
• Participate in the weekend support on-call rotation.
Required Skills:
• Experience with relational databases (e.g. MySQL, Oracle).
• Experience using Linux/Unix OR Microsoft Server
• Basic knowledge of the components in a web applications stack.
• Experience in one (or more) scripting languages: (JavaScript, Python, Perl, Unix Shell, Windows Shell)
• Ability to troubleshoot difficult technical issues and it’s complexities with ease
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Strong personal commitment to quality and customer service
• Bachelor's Degree in Computer Science (or related technical degree) or 2+ years of related experience within technical support or software coding environment
Desired Skills
• Experience providing SaaS / PaaS support
• Experience working with the ServiceNow Platform
• A fundamental understanding of ITIL framework
• Experience in using tools like Splunk
• Ability to read and understand data base logs
Equal Opportunity Employer
Magnit Global 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.
