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Senior Performance Support Specialist

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.  

Qualifications

To be successful in this role you have:

In order to be successful in this role, we need someone who has:

We are looking for people with these skills to be Senior Performance Support Specialists... 

  • 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.
  • 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 [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. ©2024 Fortune Media IP Limited. All rights reserved. Used under license. 

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What You Should Know About Senior Performance Support Specialist, ServiceNow

As a Senior Performance Support Specialist at ServiceNow, located in the vibrant Salarpuria Sattva Knowledge City in Hyderabad, you'll join a cutting-edge team dedicated to enhancing customer satisfaction. Every day, you will dive into the intricate world of technology, troubleshooting complex performance issues for our esteemed clients. Your role involves engaging with a diverse set of clients by directly interpreting technical data, identifying trends, and delivering world-class service that instills trust. With a robust focus on performance tuning of web-based applications and diagnosing the entire technology stack, you will leverage your experience in relational databases and scripting languages. You won’t just be fixing problems; you will be working at the forefront of innovation by potentially integrating AI into workflows and exploring its impact on our services. At ServiceNow, we believe in the power of collaboration and teamwork. You’ll find a supportive environment where you can thrive both independently and within a group. Even if you don’t meet every qualification, we encourage you to apply! We celebrate unique experiences and diverse backgrounds because they enrich our company. Join us and play a critical role in steering our clients towards a more efficient future while enhancing your own career with leading-edge training and professional development opportunities!

Frequently Asked Questions (FAQs) for Senior Performance Support Specialist Role at ServiceNow
What are the primary responsibilities of a Senior Performance Support Specialist at ServiceNow?

As a Senior Performance Support Specialist at ServiceNow, key responsibilities include diagnosing technical issues across the technology stack, interpreting technical data to identify trends, resolving system bottlenecks, working on performance tuning of web applications, and directly liaising with clients to provide top-notch customer service.

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What qualifications are required for the Senior Performance Support Specialist position at ServiceNow?

To excel as a Senior Performance Support Specialist at ServiceNow, candidates should have at least 5 years of experience in Technical Support or a related role, strong troubleshooting abilities, proficient knowledge of relational databases like MySQL and Oracle, and experience with various scripting languages such as JavaScript or Python.

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How does the Senior Performance Support Specialist role contribute to customer satisfaction at ServiceNow?

The role of a Senior Performance Support Specialist is vital at ServiceNow as it focuses on identifying and resolving performance issues before they impact customers, thus enhancing overall customer satisfaction and ensuring our clients’ systems operate effectively and efficiently.

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What technologies should a Senior Performance Support Specialist at ServiceNow be familiar with?

A Senior Performance Support Specialist at ServiceNow should have a strong command of technologies related to web applications, including Unix/Linux systems, relational database management, and ideally exposure to Big Data tools and machine learning principles, which are valuable in diagnosing system performance and tuning.

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What career development opportunities can a Senior Performance Support Specialist expect at ServiceNow?

At ServiceNow, a Senior Performance Support Specialist can benefit from extensive product training, professional growth opportunities, and the chance to work alongside skilled engineers, which can pave the way for career advancement within the company and the broader tech industry.

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Common Interview Questions for Senior Performance Support Specialist
Can you describe your experience with diagnosing technical issues?

When answering this question, highlight your problem-solving process, specific tools you've used for diagnosis, and examples of challenging issues you've resolved, focusing on how your experience aligns with the role at ServiceNow.

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How do you approach performance tuning in web applications?

Discuss your methodology for identifying performance bottlenecks, the metrics you monitor, and past experiences where your tuning efforts led to significant improvements, ensuring to connect these with the expectations at ServiceNow.

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What scripting languages do you have experience with?

Make sure to list relevant languages such as JavaScript or Python and provide examples of projects where you've utilized these skills, especially in automating processes or enhancing application performance at ServiceNow.

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How familiar are you with relational databases like MySQL or Oracle?

Share specific projects or tasks where you've worked with these databases, showcasing your understanding of operations like querying, tuning, and optimizing performance that could directly apply to ServiceNow’s needs.

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What methods do you use to track and analyze performance trends?

Explain the tools or techniques you use for performance tracking, emphasizing any experience with data analysis or statistical modeling that relates to the nuances of the Senior Performance Support Specialist role at ServiceNow.

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How do you ensure effective communication with clients while troubleshooting?

Illustrate your communication strategies, emphasizing clarity, empathy, and follow-up practices that help instill trust in clients—an essential skill for a Senior Performance Support Specialist at ServiceNow.

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Can you describe a time when you successfully resolved a complex technical issue?

Share a specific example detailing the issue, your diagnostic approach, and the outcome, making sure to highlight your ability to think critically and collaboratively, which aligns with ServiceNow’s goals.

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What role do you think AI can play in performance support?

Express your insights on how AI can streamline workflows, enhance diagnostic capabilities, and provide deeper data insights; relate your thoughts to how ServiceNow leverages AI in its services.

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How do you prioritize tasks when managing multiple client issues?

Discuss your organizational skills, methodologies such as Kanban or priority matrixes, and how you apply these in a fast-paced environment like ServiceNow to ensure timely resolutions.

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What experience do you have in a team-based environment?

Describe your interpersonal skills, experiences working on collaborative projects, and how these experiences make you a strong fit for the team-oriented culture at ServiceNow.

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Full-time, remote
DATE POSTED
April 9, 2025

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