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Senior Support Engineer, Center of Excellence (COE)

Company: Service-now.com
Location: Orlando
Posted on: February 15, 2018

Job Description:


Senior Support Engineer, Center of Excellence (COE)
Orlando, FL
ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.
We're disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.
Accelerate your career and succeed in an environment where you can make an impact daily. We invite you to join in to stand out. ServiceNow, a Santa Clara based software development company, is seeking a Senior Escalation Engineer to capitalize on the company's momentum.
What you get to do in this role:
The Center Of Excellence (COE) Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow as part of the Account Escalations Management Program. The Account Escalations Management (AEM) Program is a tactical and strategic program used to drive customer satisfaction and bring critical issues to closure in timely manner while collaborating with cross-functional teams across the board.
The COE Engineer is responsible for driving technical closure in collaboration with engineering functions and other support organization at ServiceNow. He or she is the last point of escalation within the global support department. The successful candidate will have solid understanding of the ServiceNow Platform and will have desired competency in areas like application and infrastructure performance tuning, various integration touch points and technologies, core platform services (such as upgrade, clone, update set, email and event processing) and workflow engines. This is an extremely senior role within the support organization, reporting into the Support Account Management Services Program.
Those we hire will be trained and mentored in specific technologies as appropriate by our senior staff and will work to support a growing base of customers globally. Successful candidates will enjoy a generous earning potential and the chance to expand their role in the company as we grow.
Solid understanding of the ServiceNow Platform
Strong experience working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML
Experience and understanding of Object Oriented Design
Strong experience with relational databases such as MySQL, Oracle
Must have experience installing, implementing, or maintaining one (or more) of the following:
LDAP/Active Director; SSO (e.g. SAML, SiteMinder)
Email Infrastructure
Web Services (consuming or providing) (SOAP, REST)
Data Extraction Technologies (e.g. JDBC, ODBC)
Any bi-directional, automated integration between two systems
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 administering: Linux/Unix OR Microsoft Server
Advanced MySQL Experience & Unix/Linux experience
Experience diagnosing performance degradation and/or integration and or App administration
Excellent verbal and written communication skills and strong customer relationship 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
Key Responsibilities
Proactive & Tactical engagement with Escalated, Critical & Flagged Accounts
Account Escalation Management processes, procedures and closure of technical issues
Define & Implement the Technical Plan of Record in collaboration with cross functional teams
Provide technical summary for each critical and flagged account
Additional Responsibilities
TOIs for delivery
Engage with Support Account Management team as needed
Assist in development of support certifications
In order to be successful in this role, we need someone who has:
Development experience in client and server-side Javascript or Java
Strong TCP/IP, Networking knowledge
Strong Familiarity with Eclipse IDE
A fundamental understanding of ITSM, ITIL, or CMDB
Requires a minimum of 5 years of related experience with a Bachelor's degree; or 3 years and a Master's degree; or a PhD without experience
We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at **************, or *********************** for assistance.

Keywords: Service-now.com, Orlando, Senior Support Engineer, Center of Excellence (COE), Engineering, Orlando, Florida

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