Senior Performance Support Specialist

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.  

Who are the Account Escalation Analyst Team? 

A global group of highly skilled engineers working alongside Account Escalation Managers to tackle the most complex technical issues faced by our customers. With senior level visibility both internally and within client organizations this team is crucial in maximising customer satisfaction, maintaining product success, and delivering innovation whilst providing world class service.

We are seeking skilled recruits to help focus on the identification and diagnosis of emerging performance issues before they become customer impacting and to operate as part of the wider team to ensure timely resolution to customer-impacting issues.

As a Senior Performance Support Specialist you will... 

• Successfully diagnose the entire technology stack, from the front-end to the back end, to determine where to start troubleshooting an issue. 
• Interpret technical data to identify trends and resolve system bottlenecks 
• Work on performance tuning of our web-based applications 
• Liaise with clients directly and deliver great customer service instilling trust from our clients.  
• Work as part of a global team and potentially travel to US for knowledge sharing. 

We are looking for people with these skills to be a Senior Engineer... 

Successful candidates will have at least 5 years’ experience in a Technical Support or similar role. In addition, the ideal candidate will be someone who has:

• Demonstrated the ability to troubleshoot complex 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

Nice to have skills:

• Statistical modelling
• Data analysis
• Experience of using BigData/Hadoop
• Machine Learning

This is a critical role for the company where you receive full product training and interact with some of our biggest accounts.