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Creed Infotech
ServiceNow Technical Support Engineer - Integrations
Posted 1 months ago
Contract •Santa Clara, CA
*Note: This position will also require onsite presence weekly on Wednesday and Thursday at the San Diego office.*
*Also, include answers to these screening questions on the resume:*
*1. Given the following metrics:*
*(a) Number of Knowledge articles either written or attached to your cases*
*(b) TTR (time to relief) - how long before a case has a solution*
*(c) CSAT – customer satisfaction survey/score*
*(d) Number of cases closed*
*As a Support Engineer, what do you place as your order of priority and why (1 - 4, with 1 being top priority).*
*2. You have been assigned a P4 case (lowest priority with a 24 business hours response SLA), and a few hours later, the customer makes the following comment: “Dear Engineer, I need this fixed right now. Please escalate.” – You have only taken an initial look at the case to read their problem statement but have not gone into further depth/research yet. What are the next actions you will take when reviewing this customer’s request?*
*Description:*
Status: Pending
Status Reason: Pending Sourcing
Reason: Backfill
Department: TechSupport Backend
Job Category: Support/Sales
*Duties: 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
*Hiring Manager Notes:*
*Integrations gets a mix of issue types that typically center around there broad topics:*
*1) Email *
*2) SSO/Authentication*
*3) Web Services*
*4) Scripting /Rest API*
*5) database issues*
*Given the wide variety of issues that we get there is no 1 or 2 must have skills. Instead we are looking for candidates that some firsthand experience in as many of these technical areas as possible as it speeds up the ramp up time.*
*Based on the job description, what are the must have non-negotiable items that a candidate must have to be successful in this role?*
*Web Services (SOAP/REST), Networking fundamentals, scripting and familiarity with a programing language, Relational databases concepts*
*What backgrounds/skills can we be more flexible with that can be learned on the job?*
SSO and authentication, Email protocols and servers
*What will the interview process look like?*
First round - 30 to 45 minute monitoring phone interview (behavioral and technical questions)
Final round - 1 hour panel interview with 2-3 engineers and hiring manager (technical questions)
Job Type: Contract
Pay: $44.00 - $45.00 per hour
Benefits:
* 401(k)
* Dental insurance
* Health insurance
Schedule:
* 8 hour shift
Ability to Commute:
* Santa Clara, CA 95054 (Preferred)
Ability to Relocate:
* Santa Clara, CA 95054: Relocate before starting work (Preferred)
Work Location: In person
Creed Infotech
