Staff Reliability Engineer - Performance (Escalations Engineering)

Company Description
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.
Job Description
The Staff Reliability Engineer - Performance (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 and 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:
You will be partnering with our largest customers & Internal stakeholders to identify and root cause performance and scalability issues impacting their ServiceNow deployments. Successful hires will get a chance to:

• Use problem solving skills along side industry leading tools to holistically analyse ServiceNow instances to identify and remediate resource contention at all layers of the stack
• Explore platform Java and JavaScript code to gain a detailed understanding of the behavior of ServiceNow applications
• 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 implementation of work arounds, or devising 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

Qualifications
To be successful in this role you have:

• 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.
• 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
• Experience with one (or more) scripting languages: e.g. JavaScript, Python, Perl, Unix Shell, Windows Powershell etc..
• 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 administering: Linux/Unix OR Microsoft Windows Server
• Experience of Firebug, Chrome Developer Tools, Fiddler, etc.

Additional Information
Work Personas
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. Learn more here .
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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
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 [email protected] 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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