Senior Performance Support Specialist

Company Description It all started in sunny San Diego California in 2004 when a visionary engineer Fred Luddy saw the potential to transform how we work Fast forward to today ServiceNow stands as a global market leader bringing innovative AI-enhanced technology to over 8 100 customers including 85 of the Fortune 500 Our intelligent cloud-based platform seamlessly connects people systems and processes to empower organizations to find smarter faster and better ways to work But this is just the beginning of our journey Join us as we pursue our purpose to make the world work better for everyone 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 Qualifications To be successful in this role you have In order to be successful in this role we need someone who has We are looking for people with these skills to be Senior Performance Support Specialists Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AI s potential impact on the function or industry 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 Work Personas We approach our distributed world of work with flexibility and trust Work personas flexible remote or required in office are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service Equal Opportunity Employer ServiceNow is an equal 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 In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements Accommodations We strive to create an accessible and inclusive experience for all candidates If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance Export Control Regulations For positions requiring access to controlled technology subject to export control regulations including the U S Export Administration Regulations EAR ServiceNow may be required to obtain export control approval from government authorities for certain individuals All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities From Fortune 2025 Fortune Media IP Limited All rights reserved Used under license