Senior Performance Support Specialist

Summary

Join ServiceNow's Account Escalation Analyst team in India as a Senior Performance Support Specialist. Diagnose complex technical issues across the entire technology stack, from front-end to back-end. Interpret technical data to identify trends and resolve system bottlenecks. Work on performance tuning of web applications and liaise directly with clients, delivering excellent customer service. This critical role involves full product training and interaction with major accounts. The team tackles complex technical issues, maximizing customer satisfaction and delivering innovation. The position requires experience in troubleshooting, relational databases, Java, scripting languages, and Unix/Linux.

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
• Successful candidates will have at least 5 years’ experience in a Technical Support or similar role
• 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

Responsibilities

• 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

Preferred Qualifications

• Statistical modelling
• Data analysis
• Experience of using BigData/Hadoop
• Machine Learning