Staff Performance Support Consultant – Escalations Engineering
| Company | ServiceNow |
|---|---|
| Location | Orlando, FL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 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.
- Progressive experience in technical support, software development, performance load testing or professional services
- 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 with (or debugging) Object Oriented code (Java preferred)
- 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
Responsibilities
- Partnering with our largest customers & Internal stakeholders to identify and root cause performance and scalability issues impacting their ServiceNow deployments.
- Using 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
- Exploring platform Java and JavaScript code to gain a detailed understanding of the behavior of ServiceNow applications
- Improving the throughput of Java Virtual Machines (JVMs) by deep diving into memory allocation and garbage collection tuning
- Optimizing relational database performance by refactoring queries at the application layer or by applying tuning within the database itself
- Using extensive lab / test environments to reproduce and root cause issues impacting customer’s ServiceNow deployment(s)
- Engaging with cross functional teams to highlight identified product defects, assist with implementation of work arounds, or devising long term fixes
- Driving improvement from within by creating high quality knowledge articles, developing tooling for use within the support organization, or mentoring and training junior colleagues
- Building and delivering 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
Preferred Qualifications
- 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.
- “Portugese” speaking is a plus