- Company Name
- NLB Services
- Job Title
- Technical Support Engineer - Integrations
- Job Description
-
**Job title:** Technical Support Engineer – Integrations
**Role Summary:**
Provide advanced technical support for ServiceNow platform integrations, troubleshooting complex issues that exceed first‑line support. Act as a customer advocate, diagnosing and resolving authentication, email, web service, database, and data integration problems. Collaborate with platform and software engineering teams to isolate and fix design, reliability, and maintenance defects.
**Expectations:**
- Resolve technical cases from administrators and users.
- Deeply understand ServiceNow core functionality, cloud technologies, and integration architecture.
- Analyze data and logs to identify root causes.
- Work cross‑functionally to achieve group goals.
**Key Responsibilities:**
- Troubleshoot and resolve issues related to LDAP/Active Directory, SSO, Azure AD, Okta, SAML, SiteMinder.
- Diagnose and fix email configuration problems (Office 365, Exchange).
- Handle web service challenges (SOAP, REST).
- Extract and migrate data using JDBC/ODBC and data import/export tools.
- Perform network diagnostics (Ping, Telnet).
- Manage bi‑directional integrations between systems.
- Script automation using JavaScript, Python, Perl, Unix Shell, and Windows Shell.
- Work with relational databases (MySQL, Oracle).
- Gather and interpret log files, utilizing tools such as Splunk.
- Escalate unresolved issues to platform engineering when necessary.
**Required Skills:**
- Proficiency in LDAP/AD, SSO, and user management configurations.
- Email troubleshooting (Office 365, Exchange).
- Web services (SOAP, REST) knowledge.
- Experience with JDBC/ODBC and data extraction technologies.
- Data import/export between heterogeneous systems.
- Network troubleshooting (Ping, Telnet).
- BI‑directional integration design and debugging.
- Scripting: JavaScript, Python, Perl, Unix Shell, Windows Shell.
- Relational database experience (MySQL, Oracle).
- Log file analysis (Splunk).
**Required Education & Certifications:**
- Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
- Certifications: ServiceNow Platform Fundamentals, Integration, or Support; relevant authentication or cloud certifications (e.g., Azure AD, Okta) desirable.
- ITIL Foundation or equivalent IT service management certification advantageous.