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.
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.
JV20
Not sure if you meet every qualification We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
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. Learn more here.
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 [Confidential Information] 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.
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