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Senior Performance Support Specialist

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

What you get to do in this role:

The Performance Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on Performance and instance availability. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies. 

The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills.   The Performance Support Engineer must able to work outside of normal business hours (evening/weekend shifts, holidays) as needed.  

Qualifications

Who are the Account Escalation Analyst Team? 

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 maximising customer satisfaction, maintaining product success, and delivering innovation whilst providing world class service.

We are seeking skilled recruits 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.  
  • Work as part of a global team and potentially travel to US for knowledge sharing. 

Additional Information

We are looking for people with these skills to be a Senior Engineer... 

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.

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