Technical Support Engineer, UX I 12-month fixed term contract

📍 Job Overview

Job Title: Technical Support Engineer, UX (12-month fixed term contract)

Company: ServiceNow

Location: Sydney, New South Wales, Australia

Job Type: Full-time (Fixed Term Contract)

Category: Technical Support / Customer Success Operations

Date Posted: March 09, 2026

Experience Level: Mid-Level (2-5 years)

Remote Status: On-site

🚀 Role Summary

• This role focuses on providing expert technical support for ServiceNow's platform, with a specific emphasis on User Experience (UX) aspects and emerging products like Service Portal, Mobile, and Collaboration tools.

• The Technical Support Engineer will be instrumental in managing and resolving complex customer and partner issues, requiring deep technical acumen and strong problem-solving skills.

• A key aspect of this position involves developing in-depth subject matter expertise within the customer support department and actively collaborating with cross-functional teams.

• This is a customer-facing role within a dynamic, collaborative environment, demanding excellent interpersonal skills and the ability to quickly master the ServiceNow platform's intricacies.

📝 Enhancement Note: While the title is "Technical Support Engineer, UX," the responsibilities heavily lean into technical problem resolution for specific ServiceNow products (Service Portal, Mobile, Collaboration). The "UX" aspect implies a focus on usability and user-facing features within the support context, rather than pure UX design. The "12-month fixed term contract" nature suggests a project-based need or a temporary increase in support capacity. The focus on "AI-enhanced technology" in the company description indicates a forward-looking environment where understanding AI's impact on user experience might be beneficial.

📈 Primary Responsibilities

• Manage and resolve complex technical issues reported by ServiceNow partners and customers, acting as a primary point of contact for escalated problems.

• Develop and maintain deep subject matter expertise in ServiceNow's Service Portal, Mobile, and Collaboration suites, including Agent Chat, Virtual Agent, and Advanced Work Assignment.

• Collaborate effectively with engineering, product management, and other support teams to troubleshoot, diagnose, and implement solutions for challenging customer-reported problems.

• Provide timely and accurate technical guidance and best practices to customers and partners, ensuring optimal utilization of the ServiceNow platform.

• Contribute to the knowledge base by creating and updating technical documentation, troubleshooting guides, and FAQs to enhance self-service capabilities.

• Analyze customer-reported issues to identify trends, root causes, and potential product enhancements, feeding this information back to the product development teams.

• Proactively monitor customer environments and system performance to prevent potential issues and ensure a seamless user experience.

• Engage in a customer-facing capacity, demonstrating strong communication and inter-personal skills to build rapport and trust with clients.

📝 Enhancement Note: The core responsibilities are derived from the "What you get to do in this role" section and the "UX APJ Team" description. The emphasis is on technical resolution, platform expertise, collaboration, and customer interaction, which are standard for a technical support engineer role, but with a specific product focus relevant to the team.

🎓 Skills & Qualifications

Education:

Experience:

• Minimum of 4 years of experience in customer-facing technical support, with a preference for experience with web-based products or e-commerce platforms.

• Proven experience troubleshooting and resolving issues related to dynamic web components.

• Experience working with the ServiceNow platform, including Client Scripts, UI Policies, UI Actions, UI Pages, UI Scripts, and Macros, is highly desirable.

Required Skills:

• Technical Support: Proven ability to manage and resolve complex technical issues for external customers and partners.

• Web Technologies: Proficient in dynamic HTML components such as AJAX, JavaScript, CSS, XML, HTML, and XHTML.

• JavaScript Frameworks: Strong experience with JavaScript, AngularJS, and Jelly.

• Backend Development: Experience working with Java or another similar backend programming language.

• Object-Oriented Design: Solid understanding of object-oriented design principles and their application.

• Database Knowledge: Familiarity with relational databases like MySQL or Oracle.

• Web Application Architecture: Working knowledge of the components within a typical web application stack.

• Operating Systems: Experience with or knowledge of Linux, UNIX, or other operating systems.

• Problem-Solving: Exceptional analytical and problem-solving skills with a methodical approach to issue resolution.

• Communication: Excellent written and verbal communication skills, with the ability to articulate technical concepts clearly to diverse audiences.

Preferred Skills:

• ServiceNow Platform Expertise: In-depth knowledge of ServiceNow's Service Portal, Mobile, and Collaboration modules.

• SaaS Support: Prior experience supporting SaaS applications.

• Customer Relationship Management: Ability to build and maintain strong customer relationships.

• Troubleshooting Methodologies: Advanced troubleshooting techniques for complex web-based applications.

📝 Enhancement Note: The required and preferred skills are directly extracted from the "Qualifications" section of the job description. The "AI-enhanced technology" and "UX" aspects suggest that understanding user behavior and interfaces is crucial, which is reflected in the emphasis on JavaScript frameworks and web technologies. The "Candidate status must have citizenship or be a permanent resident to live/work in Australia" is a critical qualification for this role in Sydney.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrable experience in resolving complex technical issues, showcasing a systematic approach to troubleshooting and problem-solving.

• Examples of contributions to technical documentation, knowledge base articles, or best practice guides that improved customer self-service or support efficiency.

• Case studies illustrating successful collaboration with cross-functional teams (e.g., engineering, product management) to resolve critical customer issues.

Process Documentation:

• Examples of how you have documented technical issues, solutions, and workarounds, ensuring clarity and reproducibility.

• If applicable, documentation demonstrating contributions to process improvements within a technical support environment, such as streamlined ticket handling or enhanced diagnostic procedures.

• Visual aids or descriptions of how you have analyzed support trends or customer feedback to inform process adjustments.

📝 Enhancement Note: While a formal "portfolio" isn't explicitly requested, technical support roles often benefit from candidates being able to showcase their problem-solving and documentation skills. This section infers what a strong candidate might prepare to demonstrate their capabilities, focusing on tangible outputs like documented solutions and process improvements. The emphasis is on practical application of technical support skills.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Fixed-Term Contract Employment: Opportunity to work with a leading global technology company on a defined project.

• Professional Development: Access to ServiceNow's learning resources and potential for skill enhancement in cutting-edge technologies.

• Collaborative Work Environment: Exposure to a dynamic and innovative team focused on customer success.

• Networking Opportunities: Chance to build professional connections within the ServiceNow ecosystem and the broader tech industry in Australia.

• Contribution to Cutting-Edge Technology: Opportunity to work with AI-enhanced technology and emerging products.

Working Hours:

• Standard full-time hours, typically 40 hours per week, aligning with the Australian business day in Sydney. Flexibility may be available based on team needs and project demands, but the role is designated as on-site.

📝 Enhancement Note: The salary range is an estimate based on research for similar roles in Sydney, Australia, considering the experience level and the fixed-term contract. Benefits are inferred from typical offerings for contract roles at large tech companies and the general positive aspects of working with ServiceNow, as highlighted in their company description.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software & Technology (SaaS, Cloud Computing, AI)

Company Size: Large Enterprise (over 10,000 employees globally)

Founded: 2004

Company Description: ServiceNow is a global market leader in enterprise cloud computing, providing an AI-enhanced platform that connects people, systems, and processes to improve how work is done. They serve over 8,100 customers, including a significant portion of the Fortune 500. Their mission is to make the world work better for everyone through intelligent automation and workflow solutions.

Team Structure:

• UX APJ Team: This specialized team within ServiceNow focuses on delivering exceptional customer support for Service Portal, Mobile, and Collaboration products.

• Reporting Structure: While not explicitly detailed, Technical Support Engineers typically report to a Support Manager or Team Lead, with close collaboration across support, engineering, and product teams.

• Cross-functional Collaboration: Engineers are expected to work closely with product specialists, developers, and potentially sales/account management teams to ensure customer success and issue resolution.

Methodology:

• Customer-Centric Approach: The team prioritizes delivering exceptional customer support and is highly customer-centric.

• Agile Support: Given the dynamic nature of technology and customer needs, support methodologies likely incorporate agile principles for issue resolution and feedback loops.

• Data-Driven Insights: Analysis of customer issues and platform performance is used to drive improvements in both product and support processes.

Company Website: https://www.servicenow.com/

📝 Enhancement Note: Company details are sourced from the provided LinkedIn data and the job description. The "UX APJ Team" description highlights a specific focus within the broader ServiceNow support structure. The emphasis on AI and making the world work better for everyone suggests a culture of innovation and impact.

📈 Career & Growth Analysis

Operations Career Level: Mid-level Technical Support Engineer on a fixed-term contract. This role is specialized, focusing on specific product suites and requiring deep technical knowledge.

Reporting Structure: The role likely reports to a Technical Support Manager or Team Lead within the APJ region, with close interaction with other support engineers, product experts, and development teams.

Operations Impact: As a Technical Support Engineer, the impact is directly on customer satisfaction, retention, and the successful adoption of ServiceNow products. By resolving complex issues, this role prevents customer churn and contributes to the company's reputation for excellent support.

Growth Opportunities:

• Skill Specialization: Deepen expertise in ServiceNow's Service Portal, Mobile, and Collaboration technologies, becoming a go-to expert in these areas.

• SaaS Support Proficiency: Gain significant experience in supporting enterprise-level SaaS products, a highly sought-after skill in the tech industry.

• Contract-to-Hire Potential: While a fixed-term contract, strong performance could lead to opportunities for permanent roles within ServiceNow or other leading tech organizations.

• Industry Exposure: Learn about the latest trends in AI-enhanced technology and enterprise workflow solutions.

📝 Enhancement Note: This analysis focuses on the career trajectory and impact specifically for a technical support role within a large tech company like ServiceNow, considering the contract nature. The emphasis is on skill acquisition and specialized knowledge.

🌐 Work Environment

Office Type: ServiceNow operates with a "Flexible" work persona, indicating a hybrid approach. The Sydney office at 680 George Street is a modern, likely collaborative workspace designed to support both individual focus and team interaction.

Office Location(s): 680 George Street (Lvl 49, 48 & 14), Sydney, NSW 2000, Australia. This is a prime CBD location.

Workspace Context:

• Collaborative Spaces: The office likely features meeting rooms, huddle spaces, and open areas to facilitate teamwork and knowledge sharing.

• Technology Infrastructure: Expect access to robust IT infrastructure, high-speed internet, and the necessary tools for technical support and communication.

• Team Interaction: The on-site requirement fosters direct interaction with colleagues, enabling rapid problem-solving and a strong team culture.

Work Schedule:

• The role is on-site in Sydney, requiring adherence to standard Australian business hours. While the "Flexible" work persona suggests some adaptability, the core working days will be during business hours to support customers and collaborate with the team.

📝 Enhancement Note: The "Work Persona: Flexible" and the specific office address are key indicators of the work environment. The on-site requirement means the candidate should be prepared for a traditional office-based role with opportunities for in-person collaboration.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications and conduct an initial phone screen to assess basic qualifications and cultural fit.

• Technical Interview(s): Expect one or more technical interviews focusing on your experience with JavaScript, web technologies, troubleshooting methodologies, and specific knowledge of ServiceNow products (if applicable). This may include live coding exercises or scenario-based questions.

• Case Study/Problem-Solving Challenge: You may be presented with a technical problem or customer scenario to diagnose and propose a solution for, demonstrating your analytical and problem-solving skills in real-time.

• Hiring Manager Interview: A discussion with the hiring manager to delve deeper into your experience, motivation, and how you align with the team's goals and ServiceNow's culture.

• Final Interview/Offer: Potentially a final conversation to confirm fit and extend an offer.

Portfolio Review Tips:

• Showcase Technical Prowess: If you have developed any personal projects, contributions to open-source, or complex troubleshooting documentation, be prepared to discuss them.

• Highlight Problem-Solving Case Studies: Prepare 2-3 detailed examples of challenging technical issues you've resolved. For each, outline the problem, your diagnostic steps, the solution implemented, and the outcome/impact.

• Quantify Achievements: Whenever possible, use metrics to demonstrate the impact of your work (e.g., "reduced resolution time by X%", "improved customer satisfaction scores by Y points").

• Demonstrate Collaboration: Be ready to share examples of how you've effectively collaborated with colleagues or other departments to achieve a common goal.

Challenge Preparation:

• Brush up on Core Technologies: Revisit JavaScript (especially AngularJS), HTML, CSS, AJAX, and fundamental web application architecture.

• Understand ServiceNow Basics: If you don't have direct ServiceNow experience, familiarize yourself with its core concepts, particularly Service Portal and common support workflows.

• Practice Troubleshooting Scenarios: Think through common issues for web applications and outline your systematic approach to diagnosing them.

• Prepare for "Why ServiceNow?": Research ServiceNow's mission, products, and culture to articulate your interest in the company and the specific role.

📝 Enhancement Note: This section infers a typical interview process for a technical role at a company like ServiceNow. The emphasis on portfolio review and challenge preparation is tailored to a technical support engineer, focusing on practical skills and problem-solving abilities.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow Platform: In-depth experience with ServiceNow's core modules, particularly Service Portal, Mobile, and Collaboration suite (Agent Chat, Virtual Agent, Advanced Work Assignment, Agent WorkSpace).

• Web Development Technologies: JavaScript (including AngularJS), HTML, CSS, AJAX, XML, XHTML, Jelly.

• Backend Languages: Java or similar.

• Databases: MySQL, Oracle.

• Operating Systems: Linux, UNIX.

Analytics & Reporting:

• Issue Tracking Systems: Experience with ticketing systems (e.g., ServiceNow ITSM/CTSM, Jira) for managing and tracking customer issues.

• Performance Monitoring Tools: Familiarity with tools used to monitor web application performance and identify bottlenecks.

CRM & Automation:

• CRM Platforms: While not explicitly mentioned, experience with CRM systems is beneficial for understanding customer context.

• Collaboration Tools: Proficiency with collaboration platforms like Slack, Microsoft Teams, or internal ServiceNow collaboration tools.

📝 Enhancement Note: This section consolidates the technologies mentioned in the job description and infers common tools used in a technical support environment, especially within a SaaS company. The focus is on the specific technologies required for this role.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A strong commitment to customer satisfaction and delivering exceptional support experiences.

• Excellence & Innovation: Striving for high quality in technical solutions and embracing innovative approaches to problem-solving, especially with AI-enhanced technology.

• Collaboration & Teamwork: Working effectively with colleagues across different teams to achieve shared goals.

• Continuous Learning: A dedication to staying updated with new technologies and continuously improving skills.

• Integrity & Accountability: Taking ownership of issues and acting with honesty and transparency.

Collaboration Style:

• Cross-functional Partnership: Engineers are expected to collaborate closely with product management, engineering, and other support teams within the APJ region and globally.

• Knowledge Sharing: A culture that encourages sharing expertise and best practices to uplift the entire team's capabilities.

• Proactive Communication: Maintaining open lines of communication with customers and internal stakeholders regarding issue status and resolution.

📝 Enhancement Note: These values and collaboration styles are inferred from ServiceNow's company description, the "UX APJ Team" focus, and general expectations for a technical support role in a leading tech company. The emphasis on AI and customer-centricity is key.

⚡ Challenges & Growth Opportunities

Challenges:

• Resolving Complex, Novel Issues: Tackling unique and challenging technical problems that may not have immediate, documented solutions.

• Keeping Pace with Product Evolution: Continuously learning about new features, updates, and emerging products within the ServiceNow ecosystem.

• Balancing Support Demands: Managing a workload of critical customer issues while maintaining high-quality resolution and documentation.

• Working within a Fixed-Term Contract: Adapting to the temporary nature of the role and delivering maximum impact within the 12-month period.

• Cross-Cultural Communication: Effectively supporting a diverse customer base across the APJ region.

Learning & Development Opportunities:

• ServiceNow Product Certifications: Opportunity to earn official ServiceNow certifications, enhancing your resume and expertise.

• Advanced Technical Skills: Deepen knowledge in JavaScript, web application architecture, and specific ServiceNow modules.

• SaaS Support Best Practices: Gain hands-on experience with industry-leading support methodologies for enterprise SaaS products.

• Exposure to AI in Enterprise Software: Learn how AI is integrated into enterprise platforms and impacts user experience and support.

📝 Enhancement Note: Challenges and growth opportunities are framed around the specifics of a technical support role in a fast-paced tech environment, with particular attention to the contract nature and the advanced technologies involved.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to resolve a complex technical issue with a web-based application. What was your process, and what was the outcome?" (Focus on systematic troubleshooting, technical depth, and impact.)

• "How would you approach diagnosing a performance issue reported by a customer on the ServiceNow Service Portal?" (Assess your understanding of web app performance, diagnostics, and ServiceNow-specific considerations.)

• "Can you explain your experience with JavaScript, AngularJS, and dynamic HTML components? Provide an example of a challenging script you developed or debugged." (Evaluate your core technical skills.)

Company & Culture Questions:

• "What interests you about ServiceNow and this specific Technical Support Engineer role, especially given it's a fixed-term contract?" (Assess your motivation and understanding of the role's context.)

• "Describe a situation where you had to collaborate with other teams (e.g., engineering) to solve a customer problem. What was your role?" (Evaluate your teamwork and cross-functional collaboration skills.)

Portfolio Presentation Strategy:

• Focus on Impact: If discussing past projects or issues, emphasize the tangible results and benefits you delivered.

• Detail Your Process: Clearly articulate your step-by-step approach to problem-solving, debugging, and solution implementation.

• Technical Depth: Be prepared to discuss the technical intricacies of your work, including specific code snippets or architectural considerations.

• Customer Empathy: Demonstrate an understanding of the customer's perspective and how your technical solutions directly addressed their needs.

📝 Enhancement Note: Interview questions are designed to probe the core competencies required for a technical support engineer, with a focus on technical skills, problem-solving, and alignment with ServiceNow's customer-centric culture.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on SmartRecruiters.

• Tailor Your Resume: Highlight your experience with customer-facing technical support, web technologies (JavaScript, HTML, CSS, AJAX), backend languages (Java), and any experience with ServiceNow or similar SaaS platforms. Quantify achievements where possible.

• Prepare Your Portfolio/Examples: Be ready to discuss specific examples of complex technical issues you've resolved, your troubleshooting methodologies, and any contributions to documentation or process improvements.

• Research ServiceNow: Understand their core products, mission, and values, particularly how they leverage AI and cloud technology. Familiarize yourself with the specific products mentioned (Service Portal, Mobile, Collaboration).

• Practice Technical Scenarios: Review common web application troubleshooting scenarios and prepare to articulate your diagnostic process clearly.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions. This role is a fixed-term contract position.