Reliability Engineer Escalations Engineering

What you get to do in this role

You will be partnering with our largest customers & Internal stakeholders to identify and root cause performance and scalability issues impacting their Service Now deployments. Successful hires will get a chance to:

• Use problem solving skills along side industry leading tools to holistically analyse Service Now 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 Service Now 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 Service Now 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 Service Now deployment and adhere to leading practice guidelines

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 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

• Prior experience of Service Now 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

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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Service Now 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 law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

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.

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