at Tanium in Chicago, Illinois, United States
Job Description
The Basics:
At Tanium, our Escalation Engineer - ServiceNow (EE) serves our customers by troubleshooting complex technical issues and answering technical questions that our customers and Support TAMs have in a timely manner for the Tanium - ServiceNow integration applications. Operating in a collaborative team environment with other EEs, Principal Escalation Engineers (PrEEs), Engineering, and Support TAMs (STAMs), EEs contribute to each customer's success by assisting in solving critical and complex technical issues.
What You'll Do:
Assist customers by:
- Identifying the root cause of escalated issues
- Working with TAMs, Support TAMs, or Engineering to assist them in solving complex customer issues
- Assisting in the resolution of highly critical issues
- Able to work flexible shifts and on-call schedules to ensure availability for customer issues
Improve customer experience by:
- Documenting best practices, workarounds, troubleshooting guides, knowledge base articles, and whitepapers
- Providing technical direction for TAMs or Support TAMs
- Mentoring global team of other EEs & TAMs or Support TAMs
- Collaborating with PrEEs or Engineering to provide global technical leadership
- Develop, maintain and/or deliver training and other enablement activities
- Participating in, and leading, the technical interview process
We're Looking For:
Education
- Associates degree or equivalent experience required
- BS degree in Computer Science, MIS, or similar experience a plus
Experience and Skills
Must Haves:
- 10+ years industry experience
- 2-3 years experience troubleshooting ServiceNow Platform (ACLs, Upgrades, Logs and Performance Analysis)
- Exposure to Common ServiceNow frameworks (VR, CSDM, etc.)
- Integration knowledge using IntegrationHub and Flow Designer
- Intermediate knowledge of scripting languages like JavaScript, HTML, and CSS.
- Solid understanding of ServiceNow platform concepts, including forms, workflows, UI actions, business rules, script includes, and integrations.
- Advanced knowledge of how ServiceNow's Identification and Reconciliation Engine (IRE) operates as well as ETL concepts related to CMDB/Discovery workflows
- Experience implementing and troubleshooting advanced business rules, scripted REST APIs, Integrations (GraphQL/REST) and workflows
- One of the following ServiceNow Certifications
- Software Asset Management
- Hardware Asset Management
- IT Service Management
- IT Operations Management (or equivalent micro certifications; CMDB, Discovery Service Mapping, ACC)
- SecOps
Good to Have:
- Prior experience and breadth of knowledge needed to lead customers and internal teams.
- Hands-on Tanium experience.
About Tanium
Tanium, the industry's only provider of converged endpoint management (XEM), leads the paradigm shift in legacy approaches to managing complex security and technology environments. Only Tanium protects every team, endpoint, and workflow from cyber threats by integrating IT, Operations, Security, and Risk into a single platform that delivers comprehensive visibility across devices, a unified set of controls, and a common taxonomy for a single shared purpose: to protect critical information and infrastructure at scale. Tanium has been named to the Forbes Cloud 100 list for six consecutive years...
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
