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Performance Support Specialist

2 weeks ago

Dublin, Dublin City, Ireland ServiceNow Full time

Company Overview

At ServiceNow, we empower our customers to make the world work for everyone. Our technology is designed to be fast and agile, enabling us to innovate and solve complex problems. We're a team of change catalysts who thrive in a dynamic environment, constantly seeking new ways to improve our services.

Job Description

We're looking for an experienced Staff Performance Support Consultant (Escalations Engineering) to join our Customer Service and Support team. This role offers a unique opportunity to work with some of our largest customers, helping them overcome performance and scalability challenges. You will be accountable for driving the successful closure of critical escalated technical issues.

Responsibilities

  • Partner with customers and 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 analyze ServiceNow instances and identify remediation strategies.
  • Improve Java Virtual Machine (JVM) performance by optimizing memory allocation and garbage collection.
  • Optimize relational database performance through query refactoring and tuning.
  • Engage with cross-functional teams to highlight product defects and develop workarounds or long-term fixes.

Requirements

  • 7+ years of experience in technical support, software development, performance/load testing, or professional services.
  • Strong problem-solving, leadership, time management, and critical thinking skills.
  • Excellent communication and presentation skills with an aptitude for learning new technologies.