AddressCompany Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers 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.
Unsure if you meet all the qualifications of a but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.
Job Description
What you get to do in this role
- The Performance Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on Performance and instance availability. This includes being the last point of escalation within the Technical Support department and mentoring junior team members in the various technologies.
- The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills. The Performance Support Engineer must able to work outside of normal business hours (evening/weekend shifts, holidays) as needed.
Qualifications
To be successful in this role you have:
- Demonstrated ability to troubleshoot difficult technical issues
- Strong Experience with relational databases (e.g. MySQL, Oracle)
- Java experience
- Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
- Advanced Unix/Linux experience
- Working knowledge of the components in a web applications stack.
- Experience diagnosing performance degradation (e.g. explain plans, database tuning)
- Experience working well in a team environment while also being able to work productively while unsupervised
- Strong personal commitment to quality and customer service
- Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
- Ability to work with high-value customer administrators and developers
- Excellent time management skills
- Consistent ability to work evenings and weekends
- Understanding of basic networking and system administration
The following additional skills are preferred but not required:
Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
Experience working with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML
Advanced object oriented programming skills (Java strongly preferred).
Deep understanding of JavaScript
Demonstrated proficiency with the following Technical Skills
Web Services (consuming or providing) (SOAP, REST)
Data Extraction Technologies (e.g. JDBC, ODBC)
Any bi-directional, automated integration between two systems
TCP/IP, Networking knowledge
Experience with Splunk
Understanding of Simple Network Management Protocol (SNMP)
Understanding of remote administration via SSH, SNMP, WMI, Powershell
Experience in any of the technologies on this list: http://wiki.service-now.com/index.php?title=List_of_Available_Integrations
Strong Familiarity with Eclipse IDE
A fundamental understanding of ITSM, ITIL, and/or CMDB
Additional Information
ServiceNow is an Equal Employment 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.
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