Technical Support Engineer - Integrations - ServiceNow

Overview: 

Provides technical support to administrators, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex  computer systems, complex software, integrations, or networked and/or wireless systems. 

Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning applications and software. Troubleshoots and diagnoses design, reliability and maintenance problems or bugs to platform engineering/software engineering. 

What you will do in this role: 

Be a Customer Advocate providing support to users/administrators of our platform 

Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations 

Resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or answer technical questions about the ServiceNow software and platform. 

Gain an understanding of the ServiceNow platform and all core functionality. 

Analyze data with a view to isolate the potential cause of the issue. 

Involve others to accomplish personal and group goals. 

Skills 

What you will need to be successful in this role: 

Knowledge on LDAP/Active Directory, SSO or other authentication or user management systems 

Understanding of Email Troubleshooting (e.g. Office 365, Exchange)   

Knowledge on Web Services (SOAP, REST)   

Working knowledge on Network troubleshooting (e.g. Ping, Telnet) 

Hands on experience in any bi-directional, integration between two systems   

Some experience with Scripting languages:  JavaScript preferred 

Experience with relational databases (e.g. MySQL, Oracle) 

Experience with the gathering and reading of various log files