Lead Performance Support Consultant (Escalations Engineering)
ServiceNow, Staines-Upon-Thames, England, United Kingdom
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 on 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.
You will work on a mixture of reactive and proactive engagements where your technical troubleshooting skills in the stack come to the fore. In addition, your consulting skills will be used as you act as a trusted advisor to help turn challenging situations 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 partner with our largest customers and internal stakeholders to identify and root cause performance and scalability issues impacting their ServiceNow deployments. Successful hires will have the chance to:
* Use problem-solving skills alongside industry-leading tools to holistically analyse ServiceNow instances 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 throughput of Java Virtual Machines by deep diving into memory allocation and garbage collection tuning
* Optimize relational database performance by refactoring queries at the application layer or by tuning within the database
* Use extensive lab/test environments to reproduce and root cause issues impacting customer deployments
* Engage with cross-functional teams to highlight identified product defects, assist with workarounds, or devise long-term fixes
* Drive internal improvement by creating high-quality knowledge articles, developing tooling for the support organization, or mentoring junior colleagues
* Build and deliver presentations to internal and customer stakeholders, acting as a trusted advisor on performance improvements and 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 such as JavaScript, Python, Perl, Unix shell, Windows PowerShell, etc.
* Experience with working on or debugging Object Oriented code (Java preferred)
* Excellent working knowledge of 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
Desirable Additional Skills
* Prior experience with ServiceNow architecture (preferred but not essential; full product training will be provided)
* Performance tuning of databases and SQL query tuning
* Experience with 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 with debugging tools such as Firebug, Chrome Developer Tools, Fiddler, etc.
Additional Information
We support flexible work arrangements and a culture of belonging. Equal Opportunity Employer statements apply.
EEO and Accommodations
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. If you require a reasonable accommodation to participate in the application process, please contact globaltalentss@servicenow.com.
Export Control
Some positions require access to controlled technology subject to export control regulations. Employment is contingent upon ServiceNow obtaining any necessary export licenses or approvals.
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