Staff Performance Support Consultant

4 weeks ago

Dublin, Dublin City, Ireland ServiceNow, Inc. Full time
Staff Performance Support Consultant (Escalations Engineering)
  • Full-time
  • Employee Type: Regular
  • Region: EMEA - Europe, Middle East and Africa
  • Work Persona: Flexible

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world cannot wait, and we innovate in ways no one else can for our customers and communities.

By joining ServiceNow, you will be part of an ambitious team of change catalysts who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible.

We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

The Staff 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 with their toughest 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.

As someone who can think outside the box, you will work on a mixture of reactive and proactive engagements where your technical troubleshooting skills in the stack will come to the fore. In addition, your top-notch consulting skills will be put to good use as you will take on the role of "trusted advisor" to help turn a bad situation around and help customers get maximum value from our platform.

We're looking for the best of the best and the cream of the crop. In return, 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, 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:

  • Partner with our largest customers & internal stakeholders to identify and root cause performance and scalability issues impacting their ServiceNow deployments.
  • Use problem-solving skills alongside industry-leading tools to holistically analyse ServiceNow instances to identify and remediate resource contention at all layers of the stack.
  • Improve the throughput of Java Virtual Machines (JVMs) by deep diving into memory allocation and garbage collection tuning.
  • Optimize relational database performance by refactoring queries at the application layer or by applying tuning within the database itself.
  • Use extensive lab/test environments to reproduce and root cause issues impacting customer's ServiceNow deployment(s).
  • Engage with cross-functional teams to highlight identified product defects, assist with the implementation of workarounds, or devise long-term fixes.
  • Drive improvement from within by creating high-quality knowledge articles, developing tooling for use within the support organization, or mentoring and training junior colleagues.
  • Build and deliver 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.

To be considered for this role, you will have:

  • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
  • 7+ years of progressive experience in technical support, software development, performance/load testing, or professional services.
  • Good working knowledge of the components in a web applications stack.
  • Good experience with working (or debugging) Object Oriented code (Java preferred).
  • Good 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.

Whilst not essential requirements, skills and experience with the following will be highly regarded:

  • 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 of Firebug, Chrome Developer Tools, Fiddler, etc.

If you have what it takes to be part of this amazing team, hit the apply button and send in your application.

Not sure if you meet every qualification? We still encourage you to apply We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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