Staff Site Reliability Engineer

ServiceNow is a global market leader in innovative AI-enhanced technology, providing solutions to over 8,100 customers. The Staff Site Reliability Engineer will manage and resolve complex technical issues, focusing on performance and instance availability while mentoring junior team members.

Responsibilities:

• 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

Requirements:

• 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
• 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