Lead Performance Support Consultant (escalations Engineering)

Lead Performance Support Consultant (Escalations Engineering)

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 load 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.