Staff Performance Support Consultant (Escalations Engineering)
- Published on
About the Role
As a Staff Performance Support Consultant (Escalations Engineering) at ServiceNow, you will be part of our Customer Service and Support team, focusing on our most complex and strategically important customers. Your primary responsibility is to drive the successful resolution of critical escalated technical issues. You will engage in both proactive and reactive problem-solving, working closely with customers to enhance their experience and optimize their ServiceNow deployments.
Key Responsibilities
- Partner with large customers and internal stakeholders to root cause performance and scalability issues.
- Use problem-solving skills and industry-leading tools to analyze ServiceNow instances.
- Explore platform code to understand application behavior and improve throughput of Java Virtual Machines (JVMs).
- Optimize database performance and engage cross-functional teams to identify product defects.
- Create high-quality knowledge articles and develop tools for internal use while mentoring junior colleagues.
- Present findings and recommendations to stakeholders as a trusted advisor.
About the Candidate
To be considered for this role, you should have:
- 7+ years of experience in technical support, software development, or performance load testing.
- Proficiency in scripting languages such as JavaScript, Python, or similar.
- Strong understanding of web application stacks and relational databases.
- Excellent communication, problem-solving, and analytical skills.
- Familiarity with ServiceNow Architecture is preferred but not mandatory.
About the Company
ServiceNow is committed to making the world work for everyone through innovative technology and a dedication to customer success. Our employees are at the heart of our mission and we empower them to share their unique talents. We promote a culture of inclusivity, collaboration, and customer-oriented service.
Company Culture and Benefits
At ServiceNow, we strive to provide a flexible work environment that supports both individual and collective growth. We offer competitive salaries, generous holidays, a bonus scheme, stock options, and inclusive workplace practices. We welcome diverse experiences and encourage all qualified candidates to apply, as we believe unique perspectives strengthen our team.