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 ServiceNow.
Ability to troubleshoot difficult complex technical issues
Experience with JavaScript, HTML, CSS, and REST/SOAP web services.
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 ServiceNow Licensing models across the platform;
Knowledge across ServiceNow CSM, ITSM, HR, ITOM and SPM modules.
Understanding of ITIL frameworks and their application in ServiceNow.
