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.
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 interpersonal skills in addition to strong technical skills.
In this role, you will find ways to remediate outages or enhance performance on the ServiceNow platform, utilizing tools like BigData, Splunk, and Grafana to map out metrics and identify trends on transactional throughput, memory, CPU, job processing, and disk utilization.
Using your database optimization skills, you will directly tune the database, add indexes, maintain tables and data, and understand execution plans to recommend better-formed queries.
You will review Javascript and Java application code to point out and fix performance concerns.
You bridge the gap between the customer and the different internal teams (Development, Infrastructure, Networking, Hardware) to reproduce performance issues and find root cause analysis.
Qualifications:
Required Skills
Strong personal commitment to quality and customer service
Experience with relational databases (e.g. MySQL, Oracle)
Java experience- ability to read and understand object oriented design principles and memory management
Experience in one (or more) scripting languages-
JavaScript is preferred. Python or Perl-plus
Advanced Unix/Linux experience
Ability to analyze java heap dumps as well as thread dumps
Working knowledge of the components in a web applications stack.
