Job Description
**Job Summary:** Performance Support Engineer needed to manage and resolve complex technical issues for ServiceNow Technical Support team, focusing on Performance and instance availability.
Company Overview
ServiceNow is a global market leader in AI-enhanced technology, bringing innovative solutions to over 8,100 customers worldwide. Our intelligent cloud-based platform connects people, systems, and processes to empower organizations to work smarter, faster, and better.
Job Description
The Performance Support Engineer will be responsible for:
- Managing and resolving the most challenging technical issues for the ServiceNow Technical Support team, focusing on Performance and instance availability.
- Being the last point of escalation within the technical support department.
- Mentoring junior team members in various technologies.
This is a customer-facing role requiring strong interpersonal skills, technical skills, and the ability to work outside of normal business hours as needed.
Key Qualifications
- Demonstrated ability to troubleshoot difficult technical issues.
- Strong experience with relational databases (e.g. MySQL, Oracle).
- Working knowledge of web applications stack components.
- Experience working well in a team environment and independently.
- Strong personal commitment to quality and customer service.
- Excellent written and verbal communication skills.
- Ability to work with high-value customer administrators and developers.
Desired Skills
- Experience writing or debugging Object Oriented code (Java preferred).
- Advanced object oriented programming skills (Java strongly preferred).
- Proficiency with Web Services (SOAP, REST), Data Extraction Technologies (JDBC, ODBC), and bi-directional integration between systems.
- TCP/IP, Networking knowledge.
- Experience with Splunk.
- Understanding of Simple Network Management Protocol (SNMP).
- Remote administration via SSH, SNMP, WMI, Powershell.
- ITSM, ITIL, and/or CMDB knowledge.
Additional Information
We approach our distributed work with flexibility and trust, offering various work personas to accommodate different work styles.
ServiceNow is an equal opportunity employer, committed to creating an inclusive and accessible experience for all candidates.