Staff Performance Support Consultant (Escalations Engineering)

ServiceNow; Staines-upon-Thames; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company as a Staff Performance Support Consultant, where you'll tackle complex performance challenges for major clients. This role offers a unique opportunity to leverage your technical troubleshooting skills and consulting expertise to enhance customer experiences. You'll partner with key stakeholders, analyze performance issues, and provide actionable insights to optimize their ServiceNow deployments. With a focus on innovation and collaboration, this position allows you to make a significant impact while working in a flexible and inclusive environment. If you're passionate about technology and problem-solving, this is the perfect opportunity for you.

Qualifications

• 7+ years in technical support or software development.
• Strong knowledge of web application stack and relational databases.

Responsibilities

• Analyze and remediate performance issues for customer deployments.
• Engage with teams to identify product defects and implement fixes.

Skills

Technical Support

Software Development

Performance Load Testing

Problem-Solving

Java

Relational Database Technologies

Communication Skills

Leadership Skills

Tools

Java Virtual Machines (JVM)

Oracle

MySQL

SQL Server

PostgreSQL

Firebug

Chrome Developer Tools

Fiddler

Job description

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.

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.

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 analyze 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 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 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.
• 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.

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.

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 [emailprotected] for assistance.