Sr Customer Support Representative

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

What you get to do in this role:

• Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or ServiceNow CRM in a timely efficient manner.
• You will be escalating to internal or external support resources and Subject Matter Experts when necessary.
• You will be supporting users in the use of the ServiceNow platform by providing necessary advice and/or walk-through.
• Identify self-service documentation gaps.
• You will provide support for ServiceNow Store Applications.
• You will provide support to team members.
• You will participate in User Acceptance Testing (UAT).
• You will manage escalated cases and backlog.
• You will assist with promoting a 5% Increase in CSAT & 48-HR Relief, and 5% Decrease in TTR.
• You will manage Global Queue Manager (GQM) Duties (Cross-Team collaboration to manage cases)

To be successful in this role you have:

• Strong analytical and problem-solving skills - you always find a way to make it work.
• Ability to resolve complex support ticket requests.
• Ability to prioritize and manage multiple responsibilities that are time sensitive.
• Exposure to working with cross functional teams.
• Leadership Skills: Lead by Example.
• Exposure to working with Managers.
• The ability to communicate effectively with people at all levels.
• Strong written and verbal communication skill
• Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.
• The ability to have difficult conversations with customers.
• The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
• Strong understanding of ITIL Skills and business processes.
• 4+ years working within an IT environment.
• The ability to work as part of a team and on their own initiative.

Desired requirements:

• A good understanding of the ServiceNow platform is an advantage.

• Experience with using and troubleshooting SaaS applications.

JV20

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you 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 [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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