Description

You will manage and resolve complex ServiceNow platform issues focusing on performance and instance availability as the final escalation point within the technical support department.

Responsibilities

• Remediate outages and enhance platform performance by mapping metrics and identifying trends in CPU, memory, disk utilization, and transactional throughput.
• Tune relational databases by adding indexes, maintaining tables, and analyzing execution plans to recommend optimized queries.
• Review JavaScript and Java application code to identify and resolve performance bottlenecks.
• Collaborate with Development, Infrastructure, Networking, and Hardware teams to reproduce issues and perform root cause analysis.
• Use tools like BigData, Splunk, and Grafana to monitor system health and trends.

Required Skills

• 5+ years of experience in technical support or performance engineering.
• Strong experience with relational databases such as MySQL or Oracle.
• Proficiency in Java, including understanding object-oriented design and memory management.
• Experience with scripting languages, specifically JavaScript, Python, or Perl.
• Advanced Unix/Linux administration skills.
• Ability to analyze Java heap dumps and thread dumps.
• Experience diagnosing performance degradation through database tuning and explain plans.
• Deep working knowledge of web application stack components.
• Bachelor's degree in Engineering, Computer Applications, or a related field.

Preferred Skills

• Knowledge of Web Services, JDBC, ODBC, TCP/IP, and Networking.
• Experience with Splunk, SSH, SNMP, WMI, or PowerShell.
• Understanding of ITSM, ITIL, and/or CMDB.

Key Skills

Education

Bachelor's degree