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. Job Description What you get to do in this role:   The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow. In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform. A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support. Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success. Support engineers at this level of experience will have the opportunity to mentor and coach junior members of their team. Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers. プラットフォーム・DBレベルの問題を、JavaやSQLなどのDBスキルとともに、ログ解析や切り分けを行なって解決します。​ リレーショナルDBに対して自分でクエリを作成してDBの内容を操作・変更できるレベルのSQL知識が必要です。​ #servicenow Qualifications Qualifications and technical skills that will lead to your success: - Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. - 6+ years customer facing technical support expertise - Ability to troubleshoot multiple difficult technical issues with ease and complexity - Full professional in Japanese and Professional working in English - Advanced understanding of Java and SQL - Ability to discuss issues with the customer and development team and provide solutions to customer cases - Personal commitment to quality and customer service - Experience in coaching junior members and knowledge sharing to improve the quality of support 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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. 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. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. - Employee Type: Regular - Region: APAC - Asia Pacific - Work Persona: Flexible

• Working from your remote home office to provide technical support for employees. • Being available to take ownership of new cases via telephone, email and web • Acting as an internal customer advocate keeping them updated in a timely manner • Ensuring that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments. • Contributing new knowledge base articles and maintaining existing articles, ensuring shared knowledge and lessons learned are available to customers. • Drafting and distributing technical notices for internal and external communication. • Prioritising your work in order to accomplish the most important and urgent tasks first • Keeping on learning as our products and services grow and evolve • Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix • Maintaining regular communication and information exchange with the rest of the team, locally and remotely • Identifying and suggesting any opportunities to provide a better service • Participating in a regular weekend working rotation

• Support our customers in the ESM environment • Network management • Act as first contact for technical support, resolving incidents efficiently • Troubleshoot issues in your solution area, escalating complex cases • Communicate effectively with customers and partners on issue status and resolution • Document solutions and contribute to the knowledge base • Work closely with Cloud, Services, Engineering and other internal teams • Support process improvements • Coordinate or escalate major incidents when needed

• Support our customers in the ESM environment • Network management • Act as first contact for technical support, resolving incidents efficiently • Troubleshoot issues in your solution area, escalating complex cases • Communicate effectively with customers and partners on issue status and resolution • Document solutions and contribute to the knowledge base • Work closely with Cloud, Services, Engineering and other internal teams • Support process improvements • Coordinate or escalate major incidents when needed