Advanced Application Support Engineer (AASE) - ServiceNow

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Written by AI from the job title and company, not by UC Santa Barbara, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Advanced Application Support Engineer (AASE) - ServiceNow at UC Santa Barbara is responsible for the implementation, configuration, and advanced support of the ServiceNow platform. This role includes troubleshooting complex issues, providing expert technical guidance, and ensuring optimal performance and reliability of applications. The AASE will collaborate with various departments to enhance ServiceNow functionalities and contribute to continuous service improvement initiatives, ensuring that the platform aligns with organizational goals and enhances user experience.

Job Responsibilities

• Provide advanced support and troubleshooting for the ServiceNow platform, addressing user and system issues effectively.
• Develop and maintain integrations between ServiceNow and other enterprise systems.
• Implement new functionalities and features within the ServiceNow environment to expand service capabilities.
• Collaborate with cross-functional teams to understand user requirements and translate them into technical solutions.
• Conduct training sessions and provide documentation for end-users and IT staff on ServiceNow functionalities and best practices.
• Monitor system performance and establish best practices for performance tuning and optimization.
• Assist in the management of software upgrades and patches while ensuring minimal downtime.
• Participate in problem-resolution efforts and root cause analysis for recurring issues.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of three years of experience in application support or development, with a strong focus on ServiceNow.
• In-depth understanding of ServiceNow modules, including ITSM, ITOM, and ITAM.
• Proficient in JavaScript, HTML, CSS, and XML for ServiceNow scripting and customization.
• Experience with relational databases and querying languages, preferably MySQL or Oracle.
• Strong analytical and problem-solving skills, with an aptitude for technical troubleshooting.
• Excellent communication and interpersonal skills for effective collaboration with diverse teams.

Technologies & Tools

The Advanced Application Support Engineer will utilize a range of technologies and tools, predominantly focused on the ServiceNow platform. This includes proficiency in ServiceNow development tools, such as Flow Designer, Script Editor, and the ServiceNow REST API. Additionally, familiarity with related technologies such as integration tools (e.g., MuleSoft, Dell Boomi), project management software, and application monitoring tools is essential. Knowledge of cloud services and infrastructure may also be beneficial, as these influence service architecture and deployment.

Ideal Candidates

The ideal candidate for the Advanced Application Support Engineer position will possess a blend of technical expertise and interpersonal skills. They should demonstrate a proactive approach to problem-solving, an eagerness to embrace continuous learning, and the ability to work collaboratively within teams. Strong attention to detail and a commitment to quality service delivery are crucial characteristics, along with the capacity to manage multiple priorities and projects effectively. Successful candidates will also exhibit a customer-centric mindset, focusing on enhancing user experience and driving innovation within the ServiceNow platform.