Senior Performance Support Specialist

2 days ago

hyderabad, India ServiceNow Full time
Job Description

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 in India 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.  

Qualifications

To be successful in this role you have:

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.


Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at  for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

 

From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license.

Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.

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