Staff Performance Support Consultant, ServiceNow

• 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

Desirable

• 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
• You will be partnering 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 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 behaviour 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 the implementation of workarounds, 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