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W2 Role
Note: This position requires to be onsite twice a week. Wednesdays and Thursdays are currently prominent but may change.
Description
Reason: Backfill
Department: TechSupport Backend
Job Category: Support/Sales
Duties: What you get to do in this role:
The Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on ServiceNow Technologies. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies.
The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong interpersonal skills in addition to strong technical skills. The Technical Support Developer must be able to work outside of normal business hours (evening/weekend shifts, holidays) as needed.
Hiring Manager Notes
Based on the job description, what are the must have non-negotiable items that a candidate must have to be successful in this role?
• Knowledge on Database, Object Oriented languages (java, javascript preferred) is must and having ServiceNow knowledge is a big plus in technical standpoint.
• Good to have experience in working with customers on the support side.
What backgrounds/skills can we be more flexible with that can be learned on the job?
• ServiceNow, Linux knowledge is optional and can be learned on the job.
• Degree in computer science is preferred but not mandatory if they have sufficient knowledge and experience on technical aspects.
What will the interview process look like?
• First round – 30 minute initial manager/recruiter screening
• Second round – 45 to 60 minute panel interview with 3-4 senior engineers (technical questions)
• Final round – 45 to 60 minute panel interview with 2-4 managers (behavioral and some technical questions)
Skills: In order to be successful in this role, we need someone who has:
• Demonstrated ability to troubleshoot difficult technical issues
• Working knowledge of the components in a web applications stack
• Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
• Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
• Experience with relational databases (e.g. MySQL, Oracle)
• Experience administering: Linux/Unix OR Microsoft Server
• Excellent verbal and written communication skills
• Works well in a team environment
• Strong personal commitment to quality and customer service
• Ability to understand and communicate complex technical systems
• Proven ability to maintain a professional demeanor when handling complex user issues
Desired Skills
• A fundamental understanding of ITSM, ITIL, or CMDB
• Deep understanding of JavaScript.
• Advanced MySQL or Oracle experience
• Experience diagnosing performance degradation
• Understanding of remote administration via SSH, SNMP, WMI, Powershell.
Education:
The ideal candidate is a college graduate with a Computer Science degree or equivalent and has had a developer or database administrator role for more than 2 years. Strong interpersonal communication skills are essential.
