Lead Reliability Engineer

What you get to do in this role:

• ServiceNow is one of the fastest growing enterprise software companies on the planet with a rapidly expanding customer base and cutting-edge technology. The Account Escalation Engineer (AEE) role is an opportunity to join this highly innovative organisation in a senior position within the Customer Support division. As part of this you will be driving successful closure of complex technical issues via collaboration with cross functional teams across the company whilst delivering the highest degree of customer satisfaction.
• This will involve a mix of pro-active work on at risk accounts as well as tactical engagement on critical issues. The AEE team is an extremely dynamic environment where unique individuals with deep technical expertise and creative flair come together to help customers realise the true value of our platform. Ideal candidates will be seasoned Customer Support rockstars with significant experience of working with high profile clients ready to super charge their careers or those from a technical Professional Services background looking to try their hand at something a little different.  
• We are looking for individuals who are able to successfully diagnose the entire technology stack from the front-end to the back-end to determine where to start troubleshooting an issue.

Qualifications :

To be successful in this role you have:

• 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 AIs potential impact on the function or industry.
• Be willing to take FULL technical ownership of an issue or problem
• Be naturally inquisitive nerdy and know how to get to the bottom of an issue
• Have the ability to interpret technical data identify trends and resolve system bottlenecks
• Be a born troubleshooter with significant experience of Performance Tuning web-based applications and troubleshooting the technology stack from the front-end to back-end
• Is resourceful: works with other SMEs to get the best possible solution while retaining 100% ownership of technical direction
• Have a relentless focus on customer service alongside deep technical expertise
• Have excellent customer-facing and presentation skills
• Have a passion for learning and sharing knowledge
• Be able to quickly establish a rapport with customers and take the role of trusted advisor
• Have a proven ability to maintain a professional demeanor when handling complex user issues 
• Experience writing or debugging Object Oriented code (Java preferred other relevant technologies ok)
• Experience working with one J2EE application server e.g. Tomcat WebLogic WebSphere
• Experience working with dynamic HTML components; e.g. AJAX JavaScript DOM CSS XML HTML XHTML
• Experience in one (or more) scripting languages: JavaScript Python Perl Unix Shell Windows Shell
• Development experience in client and server-side JavaScript or Java (or equivalent)
• Working knowledge in one (or more) Relational Database technologies e.g. Oracle / MySQL / SQL Server
• Strong SQL skills
• Fundamental TCP/IP and basic networking troubleshooting knowledge
• Knowledge of Object Oriented Design

In addition the candidate must have experience installing implementing or maintaining one (or more) of the following:

• LDAP/Active Directory; SSO (e.g. SAML SiteMinder)
• Email Infrastructure
• Web Services (consuming or providing) (SOAP REST)
• Data Extraction Technologies (e.g. JDBC ODBC)
• Any bi-directional automated integration between two systems 

Preferred Skills

• Prior experience of ServiceNow Architecture preferred but not essential as full product training will be provided
• Prior experience of Cloud/SaaS software
• Knowledge of SQL performance SQL tuning and optimization and understanding of Explain Plans for complex queries
• Knowledge of Java JDKs and memory management
• Fundamental understanding of ITSM ITIL or CMDB
• Experience administering: Linux/Unix OR Microsoft Windows Server
• Working knowledge of the components in a web applications stack (e.g. LAMP LAMAR LAMJ JOLT WISA)
• Working knowledge of F5 Load Balancers
• Familiarity with Eclipse IDE Heapdump analysis
• Experience of Firebug Chrome Developer Tools Fiddler etc.

JV20

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Remote Work :

No

Employment Type :

Full-time