Senior Performance Support Specialist

4 weeks ago

Hyderabad, Telangana, India ServiceNow Full time
Company Description

At ServiceNow, we strive to make a positive impact in the world by leveraging our cutting-edge technology and dedicated team of professionals. We operate with a sense of urgency, driving innovation to meet the needs of our customers and communities. Join our team of change makers who are always eager to explore new possibilities and push boundaries. We believe that achieving your best work is closely tied to living your best life and leveraging your unique skills. Together, we aspire to achieve big dreams and support each other in turning them into reality. The future is full of promise, and you can be a key part of it.

With over 7,700 customers globally, we proudly serve around 85% of the Fortune 500 companies. Our commitment to excellence has earned us a spot on the list of FORTUNE 100 Best Companies to Work For as well as World's Most Admired CompaniesTM.

For more insights, visit our Life at Now blog to hear directly from our employees about their rewarding experiences at ServiceNow.

If you are excited about a job opportunity but are unsure if you meet all the requirements, we still encourage you to apply. At ServiceNow, we are dedicated to fostering an inclusive environment where all voices are valued and respected. We welcome candidates from diverse backgrounds and unconventional paths, as we believe that skills and passion are the true keys to success.

Job Description

Introducing the Account Escalation Analyst Team

Our global team of expert engineers collaborates closely with Account Escalation Managers to address intricate technical challenges faced by our clients. This team plays a pivotal role in enhancing customer satisfaction, ensuring the success of our products, and driving innovation while delivering top-notch service.

We are currently looking for talented individuals in India to focus on spotting and addressing emerging performance issues before they impact customers, as well as working within the team to promptly resolve any customer-related issues.

As a Senior Performance Support Specialist, you will:

  • Efficiently diagnose technical issues across the entire technology stack to pinpoint the root cause of problems.
  • Analyze technical data to identify patterns and resolve system bottlenecks effectively.
  • Optimize the performance of our web-based applications through performance tuning techniques.
  • Engage directly with clients to provide exceptional customer service and build trust with them.
  • Collaborate with a global team and potentially travel to the US for knowledge sharing purposes.
Qualifications

To excel in this role, you should have:

Ideal candidates will possess a minimum of 5 years' experience in Technical Support or a related field. Additionally, the perfect candidate will showcase:

  • Proven ability to troubleshoot complex technical issues adeptly.
  • Solid experience with relational databases such as MySQL and Oracle.
  • Proficiency in Java programming.
  • Familiarity with scripting languages like JavaScript, Python, Perl, Unix Shell, and Windows Shell.
  • Advanced knowledge of Unix/Linux systems.
  • Understanding of the components in a web application stack.
  • Experience in diagnosing performance issues like explaining plans and database tuning.
  • Capability to work effectively within a team and independently when required.

Desirable skills include:

  • Statistical modeling expertise.
  • Data analysis proficiency.
  • Experience working with BigData and Hadoop platforms.
  • Knowledge of Machine Learning principles.

This role is pivotal within the company, offering comprehensive product training and the opportunity to engage with our key accounts directly.

Additional Information

ServiceNow is committed to providing equal employment opportunities to all individuals. Candidates will be evaluated based on their qualifications without regard to race, color, religion, gender, nationality, age, disability, gender identity, marital status, veteran status, or any other protected category.

At ServiceNow, we value flexibility and trust in our contemporary work landscape. Discover more about the various work personas we offer: flexible, remote, and office-based.

If you need accommodations during the application process or require alternative application methods, please reach out to us directly for assistance.

For roles involving access to technical data subject to export regulations, ServiceNow may need to secure export licensing approval for specific individuals. All job offers are contingent on obtaining necessary approvals from the US Government.

Please stay vigilant against fraudulent job postings and scams. Authentic ServiceNow job openings can always be found on the ServiceNow Careers platform.

From the team at Fortune Media IP Limited, all rights reserved. Fortune and Fortune Media IP Limited are independent entities and do not endorse the products or services offered by ServiceNow.

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