Senior White Glove Support

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

At ServiceNow Digital Technology (DT), we are dedicated to making the world work better for our employees and customers. As a member of the DT White Glove Team, you will play a critical role in delivering exceptional technology services to senior executives and staff members. Your expertise and proactive support will directly contribute to enhancing productivity and ensuring a seamless digital experience for our leadership team.

About the Role: This role is required in office 5 days per week at our Addison, TX location. As an Executive Support Engineer, you will engage directly with senior executives, providing personalized technical support and delivering best-in-class digital experiences. You will be a key point of contact for resolving complex technical issues, supporting high-profile meetings, and ensuring executive systems operate flawlessly. This role requires a dynamic, outgoing individual with strong technical expertise, excellent communication skills, and the ability to thrive in a fast-paced environment.

Job Description

What you get to do in this role:

• Deliver exceptional customer service while managing and resolving executive-level technical issues.
• Provide comprehensive technology support for senior executives, including onsite, remote, and offsite meeting assistance.
• Lead and manage projects to advance the technological capabilities available to executives and their support staff.
• Proactively monitor, maintain, and support all technologies utilized by executives, ensuring optimal performance.
• Offer on-call support for urgent, escalated requests during non-business hours.
• Collaborate with cross-functional teams to deliver timely resolutions and effective communication regarding technical updates.
• Advise management on emerging technology trends and recommend solutions to enhance the executive experience.
• Own and drive tasks to completion with a sense of urgency and accountability.
• Train and guide staff on technical processes and new technologies across local and remote locations.
• Perform advanced troubleshooting, including system imaging, data migration, and cross-platform device support.
• Diagnose and resolve wired and wireless networking issues.
• Provide onsite support for executive meetings and high-visibility corporate events.
• Travel as needed to support offsite meetings and events.

Qualifications

What We’re Looking For:

• Experience: Minimum of 5 years in IT support, with at least 2 years dedicated to executive-level support.
• Technical Proficiency: Strong expertise in both Mac OS X and Windows environments, including system imaging, mobile computing, and Office365 administration.
• Communication Skills: Impeccable interpersonal and communication skills, with the ability to interact confidently with senior leadership.
• Problem-Solving: Strong critical thinking and the ability to plan and execute complex technical tasks effectively.
• Adaptability: Ability to thrive in a fast-paced, high-pressure environment with minimal supervision.
• Tools & Systems:
  • Office365 and Zoom administration expertise.
  • Experience with remote management systems and Active Directory Services (preferred).
  • Knowledge of audio and video conferencing systems (preferred).
• Certifications (Preferred, Not Required):
  • Mac Certification
  • ServiceNow Certification
  • CompTIA A

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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