ServiceNow CSM Support Developer

ServiceNow Support Developer- Hybrid or Remote

Nice to meet you!

We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.

About the job

The Technical Support Operations team is looking for a ServiceNow Support Developer to work on the team for the SAS Service Now CSM product. This role will work closely with the ServiceNow platform team, Technical Support Operations, and business users to support users and drive future development requirements in the CSM product. As the Support Developer on the team, you will support agents and customers that use the ServiceNow CSM product to resolve technical issues and play an active role in developing fixes for user reported bugs. Our team is responsible for ensuring SAS Technical Support has the processes, frameworks, and tools needed to support SAS customers. We’re a highly dynamic team that works cross functionally to enable our support agents and we’re looking for someone that can join in that mission and bring support and development experience to Service Now CSM. 

As a ServiceNow CSM Support Developer, you will:

• Support and maintain ServiceNow CSM solutions such as catalog items, customizations, workflows, customer portal, agent workspace, and case management processes to meet business needs.
• Support user questions and issues and help in the development of business processes, Knowledge articles, and documentation to address frequently occurring user issues.
• Analyze reported issues to detect trends, research solutions through development changes or new software releases, assist in story creation/refinement to address technical issues, own support cases with ServiceNow from creation to resolution
• Provide feedback on user experience issues, represent users in technical discussions, and provide feedback to users from the development team
• Maintains an awareness of and research new ServiceNow capabilities, trends, architectures, and implementation techniques as they relate to the delivery of applications, integrations, and data.
• Apply in-depth knowledge of ServiceNow CSM and Knowledge modules, ensuring optimal use of the current platform. Stay up to date with ServiceNow platform updates, best practices, and industry trends.
• Ensures all applicable security policies and processes are followed to support the organization’s secure software development goals.

Required Qualifications

• At least 5 years of of relevant experience in software development, programming, testing, consulting, or supporting complex software applications
• Bachelor’s degree in Computer Science, Engineering or related quantitative field
• Experience in Technical Support or IT Support position
• Ability to communicate with stakeholders and people of various technical backgrounds, think analytically, write, and edit technical material, and the ability to write and present clearly on technical matters in a business context.
• Ability to conceptualize business needs as it relates to CSM and Knowledge Management and translate into technical solutions across Global Technical Support.
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Preferred Qualifications

• Knowledge of application development, data integration, database, database management and / or user-interface design principles
• Experience with data structures, algorithms, object-oriented design, and/or design principles
• Ability to define, create, test, and execute on Technical Support Operations procedures
• Ability to manage projects with technical risk at a team level

World-Class Benefits  

Highlights include...

• Comprehensive medical, prescription, dental and vision plans.
• Medical plan options include...
  • PPO with low annual deductible and copays.
  • HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
• Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
• An industry-leading 401k plan.
• Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
• Volunteer Time Off, parental leave and unlimited paid sick days.
• Generous childcare benefits for all full-time employees.

Diverse and Inclusive

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.

Additional Information:

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights. Also view the Pay Transparency notice.

Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.

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