Company Description
ServiceNow is changing the way people work. With a service-oriented approach to activities, tasks, and processes that make up daily work life, we help modern enterprises operate faster and become more scalable.
We're disruptive, work hard, but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product and dedicated to our customers. High expectations are standard at ServiceNow, and our roles challenge you to always improve.
With more than 7,400 customers, we serve approximately 80% of the Fortune 500
The Role
We are seeking a motivated Contact Center Agent to join our team in Sydney, supporting our growing global customer base.
You will be responsible for providing top-tier support for the ServiceNow platform to ensure a positive customer experience.
In this role, you will:
* Professionally answer calls from customers and partners.
* Create cases on NowSupport, gathering key information for our Subject Matter Expert Teams to resolve issues.
* Assign cases to the appropriate Subject Matter Expert Team.
* Teach customers how to create cases in NowSupport.
* Provide initial triage support by addressing basic customer inquiries via case, phone, or email promptly.
What you will do in this role
* Support users in utilizing the ServiceNow platform by offering advice and training on case creation.
* Perform initial triage of customer cases with documented solutions or workarounds.
* Escalate issues to internal support or Subject Matter Experts when necessary.
* Manage multiple cases daily, providing timely responses.
Qualifications
* Customer service experience.
* Effective communication skills across all levels.
* Ability to ask clear, precise questions to identify issues.
* Ability to work independently and as part of a team.
* Knowledge of the ServiceNow Platform.
* Experience working in a contact center environment.
* Experience training users.
Additional Information
We embrace flexibility and trust in our distributed work environment. Work personas (flexible, remote, or in-office) are assigned based on work nature and location. Learn more here. Eligibility for a work persona may be confirmed by assessing the distance between your residence and the nearest ServiceNow office.
Equal Opportunity Employer
ServiceNow is committed to equal opportunity employment. All qualified applicants will be considered regardless of race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity, marital status, veteran status, or any other protected category. Applicants with arrest or conviction records will also be considered in accordance with legal requirements.
Accommodations
If you require accommodations during the application process, please contact globaltalentss@servicenow.com.
Export Control Regulations
Positions requiring access to controlled technology may need export control approval. Employment is contingent upon obtaining necessary export licenses or approvals.
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