Senior Technical Support Consultant - Service Now

Senior Technical Support Consultant

DXC Technology (NYSE: DXC) helps global companies run their mission-critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world's largest companies and public sector organizations trust DXC to deploy services to drive new levels of performance, competitiveness, and customer experience across their IT estates. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.

As a Senior Technical Support Consultant, you will play a pivotal role in providing expert support and consultancy services for ServiceNow. You will provide exceptional support to our customers, focusing on resolving incident tickets efficiently and effectively to ensure smooth operation and optimal performance of their systems.

Beyond reactive support, the role emphasizes a proactive approach to customer engagement where they will work closely with clients to identify opportunities for improvements and efficiencies, helping them to enhance their systems and processes. Building strong partnerships with our customers, will assist them in achieving their overarching long-term strategies and business objectives.

Key Responsibilities:

• Incident Resolution: Provide expert-level support to resolve issues related to business systems, ensuring timely and effective solutions.
• Proactive Improvements: Collaborate with clients to identify areas for improvement and implement proactive measures to enhance system performance and efficiency.
• Strategic Partnership: Work with customers to understand their long-term goals and assist them in developing and executing strategies that leverage their applications capabilities.
• Technical Expertise: Utilize deep technical knowledge to support the design, development, and implementation of solutions.
• Customer Engagement: Build and maintain strong relationships with clients, acting as a trusted advisor.
• Continuous Improvement: Stay current with the latest developments in ServiceNow, continuously seeking opportunities to enhance your skills and knowledge.
• Be part of a specialized product focus group, with opportunities to work alongside DXC Microsoft/SAP/Oracle/Salesforce delivery teams and leveraging DXC Global ServiceNow business groups.
• Chance to work for some of Australia's largest ServiceNow clients on projects which leverage ITOM, ITSM, ITBM, HRSD, GRC, SecOps, integrations, custom applications, and other ServiceNow applications and ISV solutions.

Qualifications and skills:

• 6+ years of experience in ServiceNow and of delivering robust, best-practice based ServiceNow implementations
• A high level of proficiency in Javascript, Angular JS and other ServiceNow scripting
• Experienced writing ServiceNow server-side scripting (Business Rules, Script Includes etc)
• Solid skills/experience working with Development APIs.
• Expertise in ServiceNow automation integrations through ServiceNow Orchestration and Web Services
• Strong stakeholder management experience and a demonstrated ability to influence and consult while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Strong ability to provide well-conceived, clearly articulated, pragmatic and minimal technical debt solutions and recommendations to complex business problems and communicating these to non-technical audiences
• Ability to deliver effectively and efficiently by working autonomously as well as within a team
• ServiceNow base certifications plus a minimum of two full learning path certifications in ITSM & ITOM/ITAM and or certifications in ITSM/GRC/HRSD
• Strong written and verbal communication skills
• Excellent time management skills
• Ability to run design workshops, conduct training and communicate with customer C-level stakeholders
• Work in agile/scrum development process
• Proven experience in handling complex foundation data source integrations like Entra ID, Workday, SAP as well as BAU integrations like LDAP, email, e-bonding between different systems
• Proven experience in understanding and capturing business requirements, streamlining complex business/IT processes and help manage/deploy ServiceNow capabilities using agile methodologies

Our culture and benefits:

DXC is committed to building better futures for our customers, colleagues, environment, and communities. As an employer of choice, our "people first" philosophy means we offer competitive remuneration, benefits, training and career opportunities that reflect our commitment to improving the lives of our employees, and the communities in which we live and work. Some of these include;

• Extensive resources to support your onboarding and continual development including DXC University
• We know that great people refer great people. We will reward you when you bring your friends and family to work at DXC
• More time to do the things you love with flexible leave options, including purchased leave
• Take time to give back with charitable and emergency services volunteer days
• Well-being matters to us and our Employee Assistance Program is there to support you and your family
• And of course, all the basics; novated leasing, discounted health insurance, paid parental leave and many other discounts

How to apply & our commitment to you in return:

If you would like to be part of a culture that drives innovation, delivers results, rewards performance and encourages ideas, then please press the "Apply Now" button to submit your resume. In return, we agree to ensure a hiring process that is enjoyable, thorough, and fair. We strive to provide an environment that lets you thrive and show off the very best version of yourself, while learning about us at the same time. At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.