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:
Troubleshooting or Configuration Knowledge on LDAP/Active Directory, SSO, or other authentication or user management systems (e.g. Azure AD, Okta, SAML, SiteMinder)
Understanding of Email Troubleshooting (e.g. Office 365, Exchange )
Knowledge on Web Services (SOAP, REST)
Experience Data Extraction Technologies (e.g. JDBC, ODBC)
Hands-on experience exporting/importing data between separate systems
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, Python, Perl, Unix Shell, Windows
Shell)
Experience with relational databases (e.g. MySQL, Oracle)
Experience with the gathering and reading of various log files including tools like Splunk
Hiring Manager Notes:
Integrations gets a mix of issue types that typically center around there broad topics:
Email Configuration and Maintenance (Not just Outlook App)
SSO/Authentication (Candidate should Know who to configure the technology and how this works internally, NOT just assign or grant user/permissions).
Web Services
Scripting /Rest API
Database issues
Work Persona - Flexible: Weekly on Wednesday and Thursday at the office.
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