About this role
What you get to do in this role:
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 and mentoring junior team members in the various technologies.
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 inter-personal skills in addition to strong technical skills.
The Performance Support Engineer must be able to work weekend shifts and holidays as needed, on a rotating shift pattern basis. The workweek will span Tuesday through Saturday [Shift 1] for two months and then switch to Sunday through Thursday [Shift 2] for two months. The shift pattern involves consistent daytime hours without any evening or night shifts, allowing the team to effectively manage technical support duties while maintaining a balanced work schedule. Work hours will cover 8am to 5pm.
To be successful in this role you have:
In order to be successful in this role, we need someone who has:
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.Demonstrated ability to troubleshoot difficult technical issuesStrong Experience with relational databases (e.g. MySQL, Oracle)Java experienceExperience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)Advanced Unix/Linux experienceWorking 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 unsupervisedStrong personal commitment to quality and customer serviceExcellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problemsAbility to work with high-value customer administrators and developersExcellent time management skillsConsistent ability to work evenings and weekendsUnderstanding of basic networking and system administrationDesired Skills
The following additional skills are preferred but not required:
Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)Experience working with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTMLAdvanced object oriented programming skills (Java strongly preferred).Deep understanding of JavaScriptDemonstrated proficiency with the following Technical SkillsWeb Services (consuming or providing) (SOAP, REST)Data Extraction Technologies (e.g. JDBC, ODBC)Any bi-directional, automated integration between two systemsTCP/IP, Networking knowledgeExperience with SplunkUnderstanding of Simple Network Management Protocol (SNMP)Understanding of remote administration via SSH, SNMP, WMI, PowershellExperience in any of the technologies on this list: http://wiki.service-now.com/index.php?title=List_of_Available_IntegrationsStrong Familiarity with Eclipse IDEA fundamental understanding of ITSM, ITIL, and/or CMDB
JV20
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. Learn more here. 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 [email protected] 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.