Senior Technical Support Engineer - Performance

Summary

Join ServiceNow as a Performance Support Engineer and tackle challenging issues for the Technical Support team, focusing on performance and instance availability. This role involves acting as the last point of escalation, mentoring junior team members, and quickly understanding the ServiceNow platform. Strong interpersonal and technical skills are essential, as this is a customer-facing position requiring occasional work outside of normal business hours. The ideal candidate will possess expertise in troubleshooting technical issues, relational databases, Java, scripting languages, and Unix/Linux systems. Excellent communication and time management skills are also crucial for success.

Requirements

• Leverage or critically think 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
• Demonstrate the ability to troubleshoot difficult technical issues
• Possess strong Experience with relational databases (e.g. MySQL, Oracle)
• Have Java experience
• Have Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell
• Possess Advanced Unix/Linux experience
• Have Working knowledge of the components in a web applications stack
• Possess Experience diagnosing performance degradation (e.g. explain plans, database tuning)
• Work well in a team environment while also being able to work productively while unsupervised
• Demonstrate a strong personal commitment to quality and customer service
• Possess Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Work with high-value customer administrators and developers
• Possess Excellent time management skills
• Consistently work evenings and weekends
• Have an Understanding of basic networking and system administration

Responsibilities

• Manage and resolve the most challenging issues for the ServiceNow Technical Support team focusing on Performance and instance availability
• Be the last point of escalation within the technical support department
• Mentor junior team members in the various technologies
• Quickly gain an understanding of the ServiceNow platform
• Work outside of normal business hours (evening/weekend shifts, holidays) as needed

Preferred Qualifications

• Have Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
• Have Experience working with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML
• Possess Advanced object oriented programming skills (Java strongly preferred)
• Have a Deep understanding of JavaScript
• Demonstrate proficiency with the following Technical Skills Web Services (consuming or providing) (SOAP, REST)
• Have experience with Data Extraction Technologies (e.g. JDBC, ODBC)
• Have experience with Any bi-directional, automated integration between two systems
• Have knowledge of TCP/IP, Networking knowledge
• Have Experience with Splunk
• Have an Understanding of Simple Network Management Protocol (SNMP)
• Have an Understanding of remote administration via SSH, SNMP, WMI, Powershell
• Have Experience in any of the technologies on this list: http://wiki.service-now.com/index.php?title=List_of_Available_Integrations
• Possess Strong Familiarity with Eclipse IDE
• Have A fundamental understanding of ITSM, ITIL, and/or CMDB