Staff Performance Support Consultant - Federal (Escalations Engineering) Full-time Employee Type: Regular Region: AMS - North America and Canada Work Persona: Flexible Join ServiceNow, a global leader in AI-enhanced cloud technology, serving over 8,100 customers including 85% of the Fortune 500. Our platform connects people, systems, and processes to enable smarter, faster work. We are seeking a Staff Performance Support Consultant (Escalations Engineering) to work with major clients on performance and scalability challenges, ensuring the resolution of critical escalated issues and acting as a trusted advisor to maximize platform value. This role involves troubleshooting, proactive engagement, and collaboration with cross-functional teams to improve customer deployments and contribute to knowledge sharing. Candidates must pass a ServiceNow background check, including a credit and criminal check, and be U.S. citizens, naturalized citizens, or green card holders. We offer competitive salaries, benefits, and a culture of inclusion and innovation. Responsibilities include analyzing ServiceNow instances, optimizing JVMs and databases, reproducing issues in test environments, and delivering impactful presentations to stakeholders. Qualifications include: Experience with AI integration in workflows and decision-making Background in technical support, software development, or performance testing Knowledge of web application components and Object-Oriented programming (Java preferred) Experience with relational databases (Oracle, MySQL, SQL Server, PostgreSQL) Strong problem-solving, leadership, and communication skills Desired skills: Knowledge of ServiceNow architecture (training provided) Database performance tuning and SQL optimization Experience with Cloud/SaaS platforms Understanding of memory management and ITSM/ITIL/CMDB concepts Familiarity with developer tools and languages; Portuguese speaking is a plus We support flexible work arrangements and are committed to diversity and inclusion. ServiceNow is an equal opportunity employer and provides accommodations for applicants with disabilities. Certain positions may require export control approvals. #J-18808-Ljbffr ServiceNow
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