Senior Performance Support Consultant (Escalations Engineering)

<h3>Company Description</h3><p>At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. </p> <p>With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.</p> <p>Learn more on <a href="https://blogs.servicenow.com/category/life-at-now.html">Life at Now blog</a> and <a href="https://www.youtube.com/playlist?list=PLtPPHGXv_JpmhypERyQKm5zO2Wd65QinB">hear from our employees</a> about their experiences working at ServiceNow.</p> <p>Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.</p><h3>Job Description</h3><p>The <strong>Senior Performance Support Consultant (Escalations Engineering)</strong> role is a unique opportunity to join the Customer Service and Support team working with some of our largest customers with their toughest performance and scalability challenges. You will be accountable for driving the successful closure of critical escalated technical issues for our most complex and strategically important customers.</p><p>As someone who can think outside the box, you will work on a mixture of reactive and proactive engagements where your technical troubleshooting skills in the stack will come to the fore. In addition, your top-notch consulting skills will be put to good use as you will take on the role of “trusted advisor” to help turn a bad situation around and help customers get maximum value from our platform.</p><p>We’re looking for the best of the best and the cream of the crop. In return, we offer highly competitive base salaries and benefits including generous holiday allowances, bonus scheme, stock options, and flexible working arrangements. Our inclusive work culture embraces belonging and individuality, collaboration, and customer orientation.</p><p>Our customers are our North Star and we are passionate about making them successful!</p><p>*Please note - this role is a hybrid role and would require you to be in the Amsterdam office 2 days per week*</p><p><strong>What you get to do during a typical week:</strong></p><p>You will be partnering with our largest customers &amp; Internal stakeholders to identify and root cause performance and scalability issues impacting their ServiceNow deployments. Successful hires will get a chance to:</p><ul><li>Use problem solving skills along side industry leading tools to holistically analyse ServiceNow instances to identify and remediate resource contention at all layers of the stack</li><li>Explore platform Java and JavaScript code to gain a detailed understanding of the behavior of ServiceNow applications</li><li>Improve the throughput of Java Virtual Machines (JVMs) by deep diving into memory allocation and garbage collection tuning</li><li>Optimize relational database performance by refactoring queries at the application layer or by applying tuning within the database itself</li><li>Use extensive lab / test environments to reproduce and root cause issues impacting customer’s ServiceNow deployment(s)</li><li>Engage with cross functional teams to highlight identified product defects, assist with implementation of work arounds, or devising long term fixes</li><li>Drive improvement from within by creating high quality knowledge articles, developing tooling for use within the support organization, or mentoring and training junior colleagues</li><li>Build and deliver compelling presentations to a variety of internal and customer stakeholders acting as a trusted advisor on how they can improve the performance of their ServiceNow deployment and adhere to leading practice guidelines.</li></ul><h3>Qualifications</h3><p><strong>To be considered for this role, you will have</strong></p><ul><li>Progressive experience in technical support, software development, performance load testing or professional services</li><li>Working knowledge of the components in a web applications stack</li><li>Experience with one (or more