ServiceNow Senior Support Engineer

The Service Now Senior Support Engineer plays a crucial role in managing and enhancing our Service Now ITSM platform, ensuring optimal performance, reliability, and user satisfaction. This position involves advanced technical support, system administration, and operational improvements to support our business processes. The ideal candidate will have extensive experience with Service Now, demonstrating strong problem‑solving skills and a commitment to excellence in service delivery.

The Support Engineer is part of our support organisation entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and is integral to the success of our customers.

In this role, the support engineer will resolve technical requests and issues created by customers looking for help to understand or troubleshoot unexpected behaviours or to answer technical questions about the Service Now software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, support ticket updates, as well as direct telephone support.

Understanding the Service Now platform and all core functionalities will be essential to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers. You will be an expert with the broad Service Now platform and process knowledge across a wide portfolio of services and products.

Essential Knowledge, Skills and Experience

• Degree or relevant tertiary education in Computer or related discipline or recognised industry qualifications and experience;
• 5+ years customer facing technical support experience, with at least 3 years focused on Service Now.
• Ability to troubleshoot difficult complex technical issues
• Personal commitment to quality and customer service
• Support managed services in upgrades, platform subscription usage
• Demonstrated ability to deliver to deadlines and adapt to changing priorities;
• Excellent problem-solving, communication, and interpersonal skills.
• Certifications (Certified System Administrator and at least a Certified Implementation Specialist certification)
• Ability to manage sensitive information and maintain a high degree of confidentiality;
• Commitment to the principles and practices of Equal Employment Opportunity and Work Health & Safety.

Preferred / Highly Desirable

• Understanding of Service Now Licensing models across the platform;
• Knowledge across Service Now CSM, ITSM, HR, ITOM and SPM modules.
• Understanding of ITIL frameworks and their application in Service Now.

Key Responsibilities

Key responsibilities of the role include performing tasks as outlined below:

• Service Now Management:
  Administer, configure, and maintain the Service Now platform to meet business requirements. Ensure system reliability, scalability, and performance.
• Incident and Problem Resolution:
  Provide advanced technical support for Service Now-related incidents and problems. Analyse and troubleshoot complex issues, ensuring timely resolution and minimal disruption.
• Change Management:
  Lead the planning and implementation of changes to the Service Now platform. Assess risks, test changes, and oversee deployment to production.
• Continuous Improvement:
  Identify opportunities for process and system enhancements. Implement best practices and automation to streamline operations and improve service delivery.
• Collaboration and Support:
  Work closely with IT teams, business stakeholders, and…