Senior Support Engineer, Center of Excellence


Orlando, FL

Industry: IT Consulting/Services


5 - 7 years

Posted 333 days ago

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 haveexperienceinstalling, 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) scriptinglanguages:  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

  1. Proactive & Tactical engagement with Escalated, Critical & Flagged Accounts
  2. Account Escalation Management processes, procedures and closure of technical issues
  3. Define & Implement the Technical Plan of Record in collaboration with cross functional teams
  4. Provide technical summary for each critical and flagged account 

Additional Responsibilities

  1. TOIs for delivery
  2. Engage with Support Account Management team as needed
  3. 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