Senior Performance Support Engineer | 24794

Customer Support Orlando, Florida


Description

Job Title: Senior Performance Support Engineer 
Location: Orlando, FL

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. 

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

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.  

Opportunity

Those we hire will be trained and mentored in these technologies as appropriate by our senior staff and will work to support a growing base of customers globally. Successful candidates will enjoy a generous earning potential and the chance to expand their role in the company as we grow. Relocation assistance will be considered.


Required Skills

In order to be successful in this role, we need someone who has:

  • 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

Desired Skills

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

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

 

 

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or talent.acquisition@servicenow.com for assistance.