Transforming Work, One Organization at a Time
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About Us
In 2004, visionary engineer Fred Luddy recognized the potential to revolutionize how we work. Today, ServiceNow stands as a global leader in innovative AI-enhanced technology, serving over 8,100 customers worldwide, including 85% of the Fortune 500.
Our cloud-based platform connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.
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Job Description
The Performance Support Engineer plays a critical role in managing and resolving complex 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 various technologies.
* Strong interpersonal skills are required, along with technical expertise, as this is a customer-facing role.
The successful candidate will quickly gain an understanding of the ServiceNow platform and be able to work outside normal business hours (evening/weekend shifts, holidays) as needed.
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Qualifications
* Experience integrating AI into work processes, decision-making, or problem-solving.
* Demonstrated ability to troubleshoot difficult technical issues.
* Strong experience with relational databases (e.g., MySQL, Oracle).
* Java experience.
* Scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell.
* Advanced Unix/Linux experience.
* Working knowledge of web application components.
* Experience diagnosing performance degradation.
* Ability to work well in teams and independently.
* Strong personal commitment to quality and customer service.
* Excellent written and verbal communication skills.
* Ability to work with high-value customer administrators and developers.
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Desired Skills
* Object-oriented programming skills (Java preferred).
* Dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML.
* Web Services (consuming or providing): SOAP, REST.
* Data Extraction Technologies: JDBC, ODBC.
* Bidirectional integration between systems.
* TCP/IP, Networking knowledge.
* Splunk.
* Simple Network Management Protocol (SNMP).
* Remote administration via SSH, SNMP, WMI, Powershell.
* Eclipse IDE.
* ITSM, ITIL, CMDB fundamentals.