Senior Performance Support Specialist

Senior Performance Support Specialist

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

A global group of highly skilled engineers working alongside Account Escalation Managers to tackle the most complex technical issues faced by our customers. With senior-level visibility both internally and within client organizations this team is crucial in maximizing customer satisfaction, maintaining product success, and delivering innovation whilst providing world-class service.

We are seeking skilled recruits in India to help focus on the identification and diagnosis of emerging performance issues before they become customer-impacting and to operate as part of the wider team to ensure timely resolution to customer-impacting issues.

As a Senior Performance Support Specialist you will...

• Successfully diagnose the entire technology stack, from the front-end to the back end, to determine where to start troubleshooting an issue.
• Interpret technical data to identify trends and resolve system bottlenecks
• Work on performance tuning of our web-based applications
• Liaise with clients directly and deliver great customer service instilling trust from our clients.

Qualifications

To be successful in this role you have:

In order to be successful in this role, we need someone who has:

We are looking for people with these skills to be Senior Performance Support Specialists...

• 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.
• Successful candidates will have at least 5 years' experience in a Technical Support or similar role. In addition, the ideal candidate will be someone who has:
• Demonstrated the ability to troubleshoot complex technical issues
• Strong Experience with relational databases (e.g. MySQL, Oracle)
• Java experience
• Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
• Advanced Unix/Linux experience
• Working knowledge of the components in a web applications stack.
• Experience diagnosing performance degradation (e.g. explain plans, database tuning)
• Experience working well in a team environment while also being able to work productively while unsupervised
• Nice to have skills:
• Statistical modelling
• Data analysis
• Experience of using BigData/Hadoop
• Machine Learning
• This is a critical role for the company where you receive full product training and interact with some of our biggest accounts.