Senior Reliability Engineer
3 weeks ago
As a Performance Support Engineer at ServiceNow, you 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.
This is a customer-facing role that requires strong inter-personal skills in addition to strong technical skills. You will need to be able to work outside of normal business hours (evening/weekend shifts, holidays) as needed.
Key Responsibilities
- Manage and resolve complex technical issues related to Performance and instance availability
- Mentor junior team members in various technologies
- Work with high-value customer administrators and developers
- Collaborate with cross-functional teams to resolve technical issues
Requirements
- 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)
- Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
- Ability to work well in a team environment while also being able to work productively while unsupervised
- Strong personal commitment to quality and customer service
Preferred Skills
- 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
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