Senior Technical Support Engineer
4 weeks ago
Reason:
Following the planned FTE conversion of Khoa Le in USG East, your Global Lead has approved this CW RR HC allocation to be within your team. The allocation of this CW RR HC has been approved for the following role: IC3 TSE.
Pay Range: $ 40-46/hr. on W2
Duration: 12 Months
Location
: 12900 Science Drive, Orlando, FL, 32826
Job Title:
Senior Technical Support Engineer Federal
Education Requirement:
Bachelor's Degree (or equivalent working experience) in Computer Science (or related) with a min of 5-8 years of experience in a professional setting
Master's degree in Computer Science (or related) nice to have
What you get to do in this role:
We are looking for experienced Senior Support Engineer(s) with a passion for excellence. The Senior Technical Support Engineer will be responsible for managing and resolving challenging issues for ServiceNow Federal partners and customers. This includes developing subject matter expertise within the federal technical support department which includes ServiceNows full scope of supported offerings. The engineer is responsible for owning and resolving issues on a daily basis, technical cases created by customers seeking help to understand or resolve unexpected behavior or answer technical questions about the ServiceNow software and platform. In this role you will work with our government customers and partners on our full catalog of services including Automation, Service Management, Platform Technologies, Performance, Integrations, and User Experience. Support engineers use the ServiceNow platform via an internal implementation of its tools to diagnose customer issues. Cases are created by customers and managed by engineers using the ServiceNow software platform. The successful candidate will be able to quickly gain an understanding of the ServiceNow platform and all core functionality. This is a customer-facing role in a very collaborative environment and therefore it requires strong interpersonal skills. This opportunity may evolve to include additional responsibilities and opportunities for career growth.
The position requires working a day shift from
8am - 5pm EST (Eastern Standard Time)
and may be asked at times to work outside normal business hours (evening/weekend shifts, holidays) and be flexible to schedule changes. Those we hire will be trained and mentored in these technologies as appropriate by our senior staff and will work to support a growing base of customers globally. Successful candidates will enjoy generous earning potential and the chance to expand their role in the company as we grow.
This position also requires passing a ServiceNow background screening called
USFedPASS (US Federal Personnel Authorization Screening Standards) . This includes a credit check, criminal/misdemeanor check and taking
a drug test.
Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.
Hiring Manager Notes:
Does this position require to be onsite?Yes, 2 days a week at the Orlando, FL office (Wed - Thurs currently)To be successful in this role, we need someone who has:
Highly experienced in their ability to troubleshoot difficult technical issues with easeStrong object-oriented programming skills in JavascriptExperience working with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTMLWorking knowledge of the components in a web applications stackExperience with relational databases such as MySQLExcellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problemsStrong personal commitment to quality and customer serviceAbility to work with high-value customer administrators and developersUnderstanding of basic networking and system administration.We value a work-life balance while also collaborating through consistent presence in the officeNice to Haves:
Ability to read JavaWorking knowledge of ServiceNow PlatformFundamental understanding of Linux and/or UNIX knowledgeA fundamental understanding of IT service management and the ITIL business processWeb Services (consuming or providing) (SOAP, REST)Data Extraction Technologies (e.g. JDBC, ODBC)Any bi-directional, automated integration between two systemsUnderstanding of remote administration via SSH, SNMP, WMI, Powershell.Strong Familiarity with Eclipse IDEA fundamental understanding of ITSM, ITIL, and/or CMDBStrong Experience with relational databases (e.g. MySQL, Oracle)
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