Technical Support Analyst in Orlando, FL - Hybrid Role

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Location : Orlando, FL

Duration : Long Term

Hybrid Role : Work Persona - Flexible : Weekly on Wednesday and Thursday at the office.

Overview : Provides technical support to administrators, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex computer systems, complex 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 :

Hiring Manager Notes

Integrations gets a mix of issue types that typically center around there broad topics :

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?

What will the interview process look like?