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Technical Performance Optimization Specialist

1 week ago

Dublin, Dublin City, Ireland Servicenow Full time

Company Overview

We are a global technology company dedicated to helping organizations transform their service management capabilities. Our innovative platform empowers employees to make the world work for everyone.

At ServiceNow, we value diversity and inclusivity, embracing different perspectives and experiences that enrich our team. We strive to create an accessible and inclusive experience for all candidates, with a commitment to equal opportunities employment.

Our culture is built on trust, flexibility, and collaboration, allowing us to work together seamlessly across geographies and time zones. With a strong focus on customer success, we empower our customers to achieve their goals and overcome complex challenges.

Job Description

The Staff Performance Support Consultant role is a critical position within our Customer Service and Support team, working closely with some of our largest customers on their most pressing performance and scalability issues.

This exciting opportunity involves driving the successful closure of critical escalated technical issues for our most complex and strategically important customers. As a trusted advisor, you will leverage your technical expertise to help turn bad situations around and ensure maximum value from our platform.

You will partner with internal stakeholders and customers to identify and root cause performance and scalability issues impacting their ServiceNow deployments. Your responsibilities will include using problem-solving skills alongside industry-leading tools to holistically analyze ServiceNow instances, identifying resource contention at all layers of the stack.

A typical week in this role may involve:

  • Partnering with customers & Internal stakeholders to identify and root cause performance and scalability issues impacting their ServiceNow deployments.
  • Using problem-solving skills alongside industry-leading tools to holistically analyze ServiceNow instances, identifying 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.
  • Omitizing 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 the implementation of workarounds, 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.

Ultimately, you will be a key member of our team, contributing to the success of our customers and helping to shape the future of service management.