Technical Support Analyst In Orlando, FL - Hybrid Role

Technical Support Specialist

Provides technical support to administrators, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex computer systems, software, integrations, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning applications and software. Troubleshoots and diagnoses design, reliability and maintenance problems or bugs to platform engineering/software engineering.

What you will do in this role:

• Be a Customer Advocate providing support to users/administrators of our platform
• Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations
• Resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or answer technical questions about the ServiceNow software and platform
• Gain an understanding of the ServiceNow platform and all core functionality
• Analyze data with a view to isolate the potential cause of the issue
• Involve others to accomplish personal and group goals

What you will need to be successful in this role:

• Troubleshooting or Configuration Knowledge on LDAP/Active Directory, SSO, or other authentication or user management systems (e.g. Azure AD, Okta, SAML, SiteMinder)
• Understanding of Email Troubleshooting (e.g. Office 365, Exchange)
• Knowledge on Web Services (SOAP, REST)
• Experience Data Extraction Technologies (e.g. JDBC, ODBC)
• Hands-on experience exporting/importing data between separate systems
• Working knowledge on Network troubleshooting (e.g. Ping, Telnet)
• Hands on experience in any bi-directional, integration between two systems
• Some experience with Scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell
• Experience with relational databases (e.g. MySQL, Oracle)
• Experience with the gathering and reading of various log files including tools like Splunk

Hiring Manager Notes:

Integrations gets a mix of issue types that typically center around there broad topics: Email Configuration and Maintenance (Not just Outlook App), SSO/Authentication (Candidate should know who to configure the technology and how this works internally, NOT just assign or grant user/permissions), Web Services, Scripting /Rest API, Database issues.

Given the wide variety of issues that we get there is no 1 or 2 must have skills. Instead we are looking for candidates that some firsthand experience in as many of these technical areas as possible as it speeds up the ramp up time.

Based on the job description, what are the must have non-negotiable items that a candidate must have to be successful in this role? Web Services (SOAP/REST), Networking fundamentals, scripting and familiarity with a programming language.

What backgrounds/skills can we be more flexible with that can be learned on the job? SSO and authentication, Email protocols and servers.

What will the interview process look like? First round - 30 to 45 minute monitoring phone interview (behavioral and technical questions). Second round - 1 hour panel interview with 2-3 engineers and hiring manager (technical questions). Final Round - Optional.