Support Engineer - Demos - Remote at ServiceNow

Heredia, Heredia Province, Costa Rica

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, IT Services, Cloud ComputingIndustries

Requirements

Intermediate proficiency in HTML, CSS, and Javascript
Experience in administering, developing, maintaining, or supporting ServiceNow Applications and Systems (preferred)
Leadership in investigating and resolving complex issues and escalations, with exceptional technical understanding, business process knowledge, and customer focus
Effective multitasking and efficient management of the case queue
Identification, creation, and refinement of Level 0 assets such as Knowledge Articles, Virtual Agent topics, and Improvement stories
Strong commitment to quality and customer service
Fluent communication in English to convey process, operations, and capability information effectively
Maintaining a professional demeanor when handling complex user issues, including demanding customers
Proficiency in the ServiceNow platform, diagnostic tools, and collaboration with other teams

Responsibilities

Testing, implementing, and supporting Demo Support Tools
Collaborating closely with external Demo Automation vendors and internal business stakeholders to test various features and aid in the development of a rollout strategy
Guiding Solution Consultants through critical issues, ensuring timely and effective case resolution for impressive demos
Contributing a unique perspective to process and product improvements within the Global Demo Org
Providing excellent services to technical sellers and Solution Consultants, focusing on improving the customer experience

Skills

ServiceNow

Demo Support

Diagnostic Tools

Troubleshooting

Case Management

Knowledge Articles

Virtual Agent

Automation Testing

Issue Resolution

Process Improvement

Technical Support

Multitasking

ServiceNow

Cloud-based platform for digital workflows

About ServiceNow

ServiceNow offers a cloud-based platform that helps businesses automate and manage their operations, improving efficiency and enhancing customer and employee experiences. The Now Platform includes applications for IT operations, customer service, human resources, and security operations, all accessible over the internet. Targeting large enterprises across various industries, ServiceNow operates on a software-as-a-service (SaaS) model, generating revenue through subscription fees and professional services. The company's goal is to streamline business processes and drive digital transformation for its clients.

Santa Clara, CaliforniaHeadquarters

2004Year Founded

$81.5MTotal Funding

IPOCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Generous family leave

Flexible PTO

Matched Donations

Retirement benefits

Annual learning stipends

Paid volunteer time

Risks

Competitors like Nvidia and Google Cloud may outpace ServiceNow in AI advancements.

Over-reliance on AWS infrastructure could pose risks if AWS changes its strategy.

The departure of Era Software's co-founder may lead to strategic shifts within ServiceNow.

Differentiation

ServiceNow's Now Platform offers comprehensive digital workflow solutions across multiple business functions.

The company focuses on large enterprises, providing tailored solutions for diverse industries.

ServiceNow's SaaS model ensures steady recurring revenue through subscription fees.

Upsides

ServiceNow's partnership with AWS enhances AI-powered workflows, driving enterprise innovation.

The integration with Crowe Cyber Economic Risk Analyzer boosts ServiceNow's cybersecurity capabilities.

ServiceNow's AI-driven campaign with Idris Elba increases brand visibility and engagement.

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