Staff Performance Support Consultant (Escalations Engineering)

ServiceNow, Inc.; Orlando (FL); On-site; USD 80,000 - 120,000; Full time

Job summary

An innovative firm is seeking a Staff Performance Support Consultant to tackle complex technical issues for major clients. In this dynamic role, you'll leverage your problem-solving abilities and technical expertise to enhance ServiceNow deployments. Collaborating with cross-functional teams, you'll provide guidance and create impactful presentations, ensuring customers maximize their platform's value. With a focus on inclusivity and flexibility, this position offers a competitive salary, generous benefits, and an opportunity to make a significant impact in a leading tech company. Join a team that values diverse backgrounds and encourages you to dream big!

Benefits

Generous holiday allowances

Bonus scheme

Stock options

Flexible working arrangements

Qualifications

• Experience in technical support, software development, or performance load testing.
• Strong knowledge of web application stack components and relational databases.

Responsibilities

• Partner with customers to identify and resolve performance issues.
• Optimize database performance and improve JVM throughput.

Skills

Problem-solving skills

Technical support experience

Leadership skills

Time management

Critical thinking

Excellent communication

Presentation skills

AI integration

Education

Bachelor's degree in a relevant field

Tools

Java Virtual Machine (JVM)

Relational Database technologies

Firebug

Chrome Developer Tools

Fiddler

Job description

Staff Performance Support Consultant (Escalations Engineering)

• Full-time
• Employee Type: Regular
• Region: AMS - North America and Canada
• Work Persona: Flexible

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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 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 in this role:

• Partner 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 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. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• Progressive experience in technical support, software development, performance load testing, or professional services.
• Working knowledge of the components in a web applications stack.
• Experience with (or debugging) Object-Oriented code (Java preferred).
• 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.

Desired Skills:

• 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/heap dump analysis (Java heap dump analysis preferred).
• Fundamental understanding of ITSM, ITIL, or CMDB.
• Experience with Firebug, Chrome Developer Tools, Fiddler, etc.
• Portuguese speaking is a plus.

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. 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 [e-mail] 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.