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For Companies At a Glance
- Tasks: Manage and resolve challenging technical issues while mentoring junior team members.
- Company: Join ServiceNow, a global leader in AI-enhanced technology transforming how we work.
- Benefits: Enjoy flexible work options and a culture that values innovation and collaboration.
- Why this job: Be part of a mission to make the world work better with cutting-edge technology.
- Qualifications: Strong technical skills in databases, Java, and scripting languages are essential.
- Other info: Evening and weekend shifts may be required; remote work options available.
The predicted salary is between 36000 - 60000 £ per year.
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
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 able to work outside of normal business hours (evening/weekend shifts, holidays) as needed.
Qualifications
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 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
- Strong personal commitment to quality and customer service
- Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
- Ability to work with high-value customer administrators and developers
- Excellent time management skills
- Consistent ability to work evenings and weekends
- Understanding of basic networking and system administration
Desired 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, XHTML
- Advanced object oriented programming skills (Java strongly preferred).
- Deep understanding of JavaScript
- Demonstrated proficiency with the following Technical Skills
- Web Services (consuming or providing) (SOAP, REST)
- Data Extraction Technologies (e.g. JDBC, ODBC)
- Any bi-directional, automated integration between two systems
- TCP/IP, Networking knowledge
- Experience with Splunk
- Understanding of Simple Network Management Protocol (SNMP)
- Understanding of remote administration via SSH, SNMP, WMI, Powershell
- Experience in any of the technologies on this list:http://wiki.service-now.com/index.php?title=List_of_Available_Integrations
- Strong Familiarity with Eclipse IDE
- A fundamental understanding of ITSM, ITIL, and/or CMDB
JV20
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 globaltalentss@servicenow.com 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.
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Senior Technical Support Engineer - Performance employer: ServiceNow
Contact Detail:
ServiceNow Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Technical Support Engineer - Performance
✨Tip Number 1
Familiarise yourself with the ServiceNow platform and its features. Understanding how it integrates AI into workflows will give you an edge during interviews, as you'll be able to discuss relevant experiences and insights.
✨Tip Number 2
Brush up on your troubleshooting skills, especially in relation to performance issues. Be prepared to share specific examples of how you've diagnosed and resolved complex technical problems in previous roles.
✨Tip Number 3
Highlight your experience with relational databases and scripting languages. Being able to demonstrate your proficiency in Java, Python, or similar languages will show that you're technically equipped for the role.
✨Tip Number 4
Prepare to discuss your customer service approach. Since this is a customer-facing role, showcasing your interpersonal skills and commitment to quality service will be crucial in making a positive impression.
We think you need these skills to ace Senior Technical Support Engineer - Performance
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Senior Technical Support Engineer position. Understand the key responsibilities and required skills, especially those related to AI integration, troubleshooting, and performance diagnostics.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the job requirements. Emphasise your technical expertise in relational databases, scripting languages, and any experience with AI tools or performance tuning.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention specific experiences where you successfully resolved complex technical issues or improved performance, and how these relate to the responsibilities of the position.
Showcase Communication Skills: Since this is a customer-facing role, demonstrate your excellent written and verbal communication skills in your application. Provide examples of how you've effectively communicated technical solutions to non-technical stakeholders in the past.
How to prepare for a job interview at ServiceNow
✨Showcase Your Technical Skills
Be prepared to discuss your experience with relational databases, Java, and scripting languages. Highlight specific projects where you successfully troubleshot complex technical issues, as this role requires strong technical expertise.
✨Demonstrate Your Problem-Solving Abilities
Since the position involves resolving challenging issues, be ready to share examples of how you've approached problem-solving in the past. Discuss any experience you have with AI integration and how it has improved workflows or decision-making.
✨Emphasise Communication Skills
As this is a customer-facing role, it's crucial to demonstrate your excellent written and verbal communication skills. Prepare to articulate complex technical solutions clearly and concisely, showcasing your ability to interact effectively with high-value customers.
✨Prepare for Flexibility and Teamwork
The role requires working outside normal business hours, so express your willingness to adapt. Additionally, highlight your experience working in team environments and your ability to work independently, as both are essential for success in this position.
