Lead Performance Support Consultant

Lead Performance Support Consultant

• Full-time
• Employee Type: Regular
• Region: EMEA - Europe, Middle East and Africa
• Work Persona: Flexible

The Lead Performance Support Consultant role is a unique opportunity to join the Customer Service and Support team working with some of our largest customers with their toughest performance and scalability challenges.

You will be accountable for driving the successful closure of critical escalated technical issues for our most complex and strategically important customers.

As someone who can think outside the box, you will work on a mixture of reactive and proactive engagements where your technical troubleshooting skills in the stack will come to the fore.

In addition, your top-notch consulting skills will be put to good use as you will take on the role of "trusted advisor" to help turn a bad situation around and help customers get maximum value from our platform.

Key Responsibilities:

You will be partnering with our largest customers & Internal stakeholders to identify and root cause performance and scalability issues impacting their ServiceNow deployments.

Successful hires will get a chance to:

• 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
• 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

Requirements:

To be considered for this role, you will have:

• 10+ years of progressive experience in technical support, software development, performance load testing or professional services
• Expert level working knowledge of the components in a web applications stack
• Experience with working (or debugging) Object Oriented code (Java preferred)
• Excellent 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 Requirements:

• 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 of Firebug, Chrome Developer Tools, Fiddler, etc.

We approach our distributed world of work with flexibility and trust.