Technical Support Engineer - 24x7 shifts

What you get to do in this role: 

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.

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.

Please note that this role is for a team that works 24x7 shifts.

These rotational shifts for which a shift differential is paid include some working outside of business hours including weekends.

The candidate must be willing and available to travel into the Dublin office 23 times a week (when working regular day shifts) and should be located within commuting distance of Dublin city centre.

A successful candidate needs to fit the following profile:

• Ability to troubleshoot multiple complex technical issues and communicate technical updates to customers.
• Ability to contribute as part of a high performing team while still being able to work independently.Excellent time management skills.
• Personal commitment to quality and customer service.
• Proven ability to maintain a professional demeanour when handling complex user issues.

Qualifications :

Qualifications and technical skills that will lead to success: 

• Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry.
• Customer facing Technical Support experience.
• Advanced realworld experience of JavaScript.  Expertise in other scripting languages also welcome (Python Perl Unix Shell Windows Shell).
• Experience with relational databases (e.g. MySQL Oracle).
• A fundamental understanding of ITSM ITIL or CMDB technologies.
• Familiarity with Splunk tools.
• Experience with the ServiceNow Platform preferred.
• Experience with Mobile Applications is also preferred.

Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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 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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