Staff Reliability Engineer - Performance (Escalations Engineering)

ServiceNow • Orlando, FL

1d • Hybrid

About The Position

What you get to do in this role:
You will be partnering 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 along side 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 behavior 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 implementation of work arounds, 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

Requirements

• 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 one (or more) scripting languages: e.g. JavaScript, Python, Perl, Unix Shell, Windows Powershell etc..
• Experience with working 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

Nice To Haves

• 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 administering: Linux/Unix OR Microsoft Windows Server
• Experience of Firebug, Chrome Developer Tools, Fiddler, etc.
• "Portugese" speaking is a plus

Responsibilities

• partnering with our largest customers & Internal stakeholders to identify and root cause performance and scalability issues impacting their ServiceNow deployments
• Use problem solving skills along side 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 behavior 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 implementation of work arounds, 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees