ServiceNow Lead Support Engineer

Cox Automotive hiring for ServiceNow Lead Support Engineer jobs in Mableton, GA, US

At Cox Automotive, we offer the chance to take a significant role in the digital revolution of the automotive industry. Our software engineers are part of an energetic team that build world-class solutions to benefit the auto-buying public, dealers, and manufacturers. At Cox Automotive, you'll be immersed in an environment that values your teamwork and creative problem-solving techniques while encouraging you to continue to learn new skills and technologies.

Cox Automotive is seeking a ServiceNow Lead Support Engineer to play a critical role in support of the ServiceNow platform. You will be responsible for functional/technical support of Cox Automotive's ServiceNow application and applications that interface with the ServiceNow platform. You will drive ITIL best practices while supporting the ServiceNow Platform. This Support Engineer will play a role in service management, customer support, relationship management, and providing advice and guidance.

Key Responsibilities

• Incident Management
• Actively works with less experienced business analysts providing coaching and guidance in resolving incidents using ITIL best practices
• Provide operational reporting to IT leadership to identify trends and overall ServiceNow support view
• Conducts analysis that identifies current state business processes or system inadequacies and recommends ideas for process and systems improvement that assist product teams in meeting customer needs
• Mitigates and resolves day-to-day issues, risks and conflicts escalated by stakeholders
• Manages the delivery of recommended services to achieve high customer satisfaction and trust
• Liaises amongst product teams, technology teams and third-party vendors to successfully coordinate activity across matrix functions while maintaining good customer experience
• Develops, documents, and communicates work arounds for known system issues
• Updates incident records and knowledge base with appropriate and timely information
• Provides services per defined SLA's.
• Leads troubleshooting of problems and assists in getting problems appropriately prioritized, assigned, fixed, tested, and closed.
• Creates and updates problem records, provides root cause analysis, and works with product and technical teams on resolution.
• Works with Delivery Teams to provide background data to assist in solution team stories
• Works with Problem Management Team to identify business and financial impact related to technical application issues related to code or configuration
• Provides subject matter expertise to teams, product team, business and leaders.
• Champions team health, removing blockers to progress and encouraging healthy interaction.
• Consults with IT Leadership and provides research leading to strategic decisions.

Qualifications:

• Bachelor's degree in Computer Science or related discipline and 6 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years' experience; a Ph.D. and 1 year or experience; or 18 years' experience in a related field.
• ServiceNow Certified System Administrator with 5+ years of experience in implementing and supporting ServiceNow Platforms.
• Working experience writing SQL queries.
• Working experience communicating, writing, and presenting complex technical information to both technical and non-technical audiences.
• Working experience in an ITIL-based environment

Desirable

• Master's Degree in Computer Science or equivalent degree
• Knowledge of Grafana and/or New Relic applications
• Experience in developing Azure Mobile Apps
• Working experience successfully leading a service delivery function or team
• Experience with building reports and dashboards using data from Snowflake
• Experience with building reports and dashboards using PowerBI

USD 117,300.00 - 195,500.00 per year

Compensation:

Compensation includes a base salary of $117,300.00 - $195,500.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Benefits:

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

About Cox Automotive

At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.