Senior White Glove Support Analyst

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.
About Digital Technology
We're not yesterday's IT department, we're Digital Technology. The world around us keeps changing and so do we. We're redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We're all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow's journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.
Ultimately, we strive to make the world work better for our employees and customers-when you work in ServiceNow Digital Technology, you work for them. As a member of the ServiceNow DT White Glove Team, you will interface daily with senior and executives as well as other DT staff members to consistently deliver world-class DT services. This position is required to work from the Addison, Texas office.
Support team members are expected to demonstrate an ongoing commitment to ServiceNow values and to exemplify a consistent commitment to excellence. You must be receptive to management direction and coaching to increase your individual and team effectiveness. This role requires someone who is outgoing, has excellent communications skills, enjoys working as part of a team, can successfully multi-task, and thrives on adroitly solving users' technical issues in a timely manner.
Job Description
What you get to do in this role:

• Provide excellent customer service while diffusing heightened end-user sensitivity
• Lead projects that advance the capabilities of our Senior Executives and support staff
• Proactively support all technologies used by Executives
• Provide meeting and off-site event support for Executives
• Be on call for escalated requests occurring during non-business hours
• Effectively provide proactive communications to the stakeholder management, and other IT functional areas
• Advise management of industry shifts and of advancements in technology related to Executives' needs.
• Take ownership of tasks and drive to swift resolution
• Provide technical support, training, and guidance to staff in both local and remote locations
• Troubleshoot software application issues and install operating systems
• Transfer data and rebuild systems (cross-platform)
• Troubleshoot wired and wireless networking issues
• Some travel may be required

Qualifications
To be successful in this role you have:

• 5 years of experience working in IT, including 2 years supporting Executives
• Impeccable communications and interpersonal skills.
• Strong understanding of Mac OS X 10.6 and iOS
• Must have Office365 admin and zoom administration
• Experience with Windows and mobile computing technologies
• System imaging and deployment tools
• Microsoft Office and Exchange/Outlook knowledge and experience (Mac and PC platforms)
• Experience with remote management systems
• Active Directory Services systems preferred
• Audio and Video Systems knowledge preferred
• Strong critical thinking and task planning skills
• Strong aptitude to learning new technologies
• Strong propensity to work in fast-paced environments with minimal guidance
• Mac certified preferred but not required
• ServiceNow Certification preferred but not required
• CompTIA A+ Certification preferred but not required

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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