ServiceNow · 11 hours ago
Staff Reliability Engineer - Performance (Escalations Engineering)
12900 Science Drive Suite 100, Orlando, Florida, United States
Full-time
Onsite
Lead/StaffServiceNow is a global market leader in innovative AI-enhanced technology, aiming to transform how organizations work. In this role, you will partner with customers to identify and resolve performance issues in ServiceNow deployments, utilizing problem-solving skills and industry-leading tools to enhance application performance and scalability.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
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
Explore platform Java and JavaScript code to gain a detailed understanding of the behavior of ServiceNow applications
Improve the throughput of Java Virtual Machines (JVMs) by deep diving into memory allocation and garbage collection tuning
Optimize relational database performance by refactoring queries at the application layer or by applying tuning within the database itself
Use extensive lab / test environments to reproduce and root cause issues impacting customer’s ServiceNow deployment(s)
Engage with cross functional teams to highlight identified product defects, assist with implementation of work arounds, or devising long term fixes
Drive improvement from within by creating high quality knowledge articles, developing tooling for use within the support organization, or mentoring and training junior colleagues
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
Qualification
Required
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
Progressive experience in technical support, software development, performance load testing or professional services
Working knowledge of the components in a web applications stack
Experience with one (or more) scripting languages: e.g. JavaScript, Python, Perl, Unix Shell, Windows Powershell etc
Experience with working with (or debugging) Object Oriented code (Java preferred)
Working knowledge of one (or more) Relational Database technologies e.g. Oracle / MySQL / SQL Server / PostgreSQL
Strong problem-solving, leadership, time management, and critical thinking skills
Excellent communication and presentation skills with an aptitude for learning new technologies
Preferred
Prior experience of ServiceNow Architecture is preferred but not essential as full product training will be provided
Performance tuning of databases + SQL query tuning
Prior experience of Cloud/SaaS software
Knowledge of memory management, including core / heapdump analysis (Java heap dump analysis preferred)
Fundamental understanding of ITSM, ITIL, or CMDB
Experience administering: Linux/Unix OR Microsoft Windows Server
Experience of Firebug, Chrome Developer Tools, Fiddler, etc
"Portugese" speaking is a plus
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
Founded in 2004
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
Bill McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
2026-01-07
Company data provided by crunchbase