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

The Lead Performance Support Consultant (Escalations Engineering) role is a unique opportunity to join the Customer Service and Support team working with some of our largest customers with their toughest performance and scalability challenges. You will be accountable for driving the successful closure of critical escalated technical issues for our most complex and strategically important customers.

As someone who can think outside the box, you will work on a mixture of reactive and proactive engagements where your technical troubleshooting skills in the stack will come to the fore. In addition, your top-notch consulting skills will be put to good use as you will take on the role of “trusted advisor” to help turn a bad situation around and help customers get maximum value from our platform.

We offer highly competitive base salaries and benefits including generous holiday allowances, bonus scheme, stock options, and flexible working arrangements. Our inclusive work culture embraces belonging and individuality, collaboration, and customer orientation.

Our customers are our North Star and we are passionate about making them successful!

What you get to do during a typical week:

You will be partnering with our largest customers & Internal stakeholders to identify and root cause performance and scalability issues impacting their ServiceNow deployments. Successful hires will get a chance to:

Use problem solving skills along side industry leading tools to holistically analyse ServiceNow instances to identify and remediate resource contention at all layers of the stack
Explore platform Java and JavaScript code to gain a detailed understanding of the behavior of ServiceNow applications
Improve the throughput of Java Virtual Machines (JVMs) by deep diving into memory allocation and garbage collection tuning
Optimize relational database performance by refactoring queries at the application layer or by applying tuning within the database itself
Use extensive lab / test environments to reproduce and root cause issues impacting customer’s ServiceNow deployment(s)
Engage with cross functional teams to highlight identified product defects, assist with implementation of work arounds, or devising long term fixes
Drive improvement from within by creating high quality knowledge articles, developing tooling for use within the support organization, or mentoring and training junior colleagues
Build and deliver compelling presentations to a variety of internal and customer stakeholders acting as a trusted advisor on how they can improve the performance of their ServiceNow deployment and adhere to leading practice guidelines

Qualifications

To be considered for this role, you will have

10+ years of progressive experience in technical support, software development, performance laod testing or professional services
Expert level working knowledge of the components in a web applications stack
Experience with one (or more) scripting languages : e.g. JavaScript, Python, Perl, Unix Shell, Windows Powershell etc..
Experience with working (or debugging) Object Oriented code (Java preferred)
Excellent working knowledge of one (or more) Relational Database technologies e.g. Oracle / MySQL / SQL Server / PostgreSQL
Strong problem-solving, leadership, time management, and critical thinking skills
Excellent communication and presentation skills with an aptitude for learning new technologies

Whilst not essential requirements, skills and experience with the following will be highly regarded

Prior experience of ServiceNow Architecture is preferred but not essential as full product training will be provided
Performance tuning of databases + SQL query tuning
Prior experience of Cloud/SaaS software
Knowledge of memory management, including core / heapdump analysis (Java heap dump analysis preferred)
Fundamental understanding of ITSM, ITIL, or CMDB
Experience administering: Linux/Unix OR Microsoft Windows Server
Experience of Firebug, Chrome Developer Tools, Fiddler, etc.

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.

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Lead Performance Support Consultant (Escalations Engineering)

Benefits

Job Description