Full-Time
Lead Performance Support Consultant
Escalations Engineering
Posted on 9/19/2025
ServiceNow
10,001+ employees
Cloud-based digital workflow and automation platform
No salary listed
Staines-upon-Thames, UK
In Person
 DevOps & Infrastructure (2) |
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- Ten or more 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 one or more scripting languages such as JavaScript, Python, Perl, Unix Shell, Windows PowerShell, etc.
- Experience with working with (or debugging) Object Oriented code (Java preferred).
- Excellent working knowledge of relational database technologies such as 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.
- Partner with our largest customers and internal stakeholders to identify and root cause performance and scalability issues impacting their ServiceNow deployments.
- Use problem solving skills alongside 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 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 or 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.
- Prior experience of ServiceNow Architecture is preferred but not essential as full product training will be provided.
- Performance tuning of databases and SQL query tuning.
- Prior experience of Cloud or Software as a Service.
- Knowledge of memory management including core or heapdump analysis, with Java heap dump analysis preferred.
- Fundamental understanding of Information Technology Service Management, Information Technology Infrastructure Library, or Configuration Management Database.
- Experience administering Linux/Unix or Microsoft Windows Server.
- Experience with Firebug, Chrome Developer Tools, Fiddler, etc.
ServiceNow provides a cloud-based digital workflow platform that helps large organizations automate and streamline operations across IT, customer service, HR, security, and other business areas. Its Now Platform hosts a suite of applications via a SaaS model, where customers subscribe to access, update, and receive support and optional consulting services. The platform works by offering configurable workflows and automation across multiple business processes, enabling integration with existing systems and data, with regular updates delivered as part of the subscription. This approach differentiates ServiceNow from competitors through its enterprise-grade, cross-domain workflow platform, strong integration capabilities, and emphasis on a unified experience across IT and business operations. The company’s goal is to help customers modernize operations, reduce costs, and improve service delivery and experiences for employees and customers through automated digital workflows.
Company Size
10,001+
Company Stage
IPO
Headquarters
Santa Clara, California
Founded
2004
Simplify's Take
What believers are saying
- Now Assist AI reaches $750M ACV with 3x expansion in 2025 renewals.
- Tanium partnership projects 60% MTTR reduction via ITOM AI Prime.
- Accenture program scales 300+ AI agent skills for faster enterprise adoption.
What critics are saying
- Gross margins erode to 75% in Q1 2025 from negative Professional Services.
- Island investment enables browser security bypassing Now Platform workflows.
- Amazon Bedrock AgentCore commoditizes Now Assist with custom AI agents.
What makes ServiceNow unique
- Now Platform integrates AI agents with enterprise workflows via Action Fabric.
- AI Control Tower provides unified governance across multi-model AI deployments.
- Build Agent embeds platform governance into Cursor, Windsurf, and GitHub Copilot.
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Benefits
Generous family leave
Flexible PTO
Matched Donations
Retirement benefits
Annual learning stipends
Paid volunteer time
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↑ 0%2 year growth
↑ 0%Qlik and ServiceNow join forces to strengthen ai-driven enterprise workflows. As part of this initiative, Qlik has made a strategic tie-up with ServiceNow to facilitate the inclusion of trusted enterprise context within AI-based workflows that help enterprises make quick decisions. With this tie-up, Qlik intends to narrow the gap that exists between insights obtained from data and workflows through the use of ServiceNow's Workflow Data Fabric and Qlik's analytics, integration, and artificial intelligence offerings. Through this partnership, enterprises will be able to augment their automated workflows and AI agents with context to allow systems to detect patterns, insights, and recommended courses of action. The collaboration would be especially relevant for those organizations seeking to integrate AI on an organizational level through automation since it will allow making automation-based decisions using reliable and enterprise-class data and not limited to certain data pools. As the analytics solution provider, Qlik aims to help automate and speed up decisions made in various areas, such as IT support, customer services, and other operations by bringing analytics closer to operations. This means that contextual AI would become the next step for enterprises.
TrustCloud has launched a native application in the ServiceNow Store, offering continuous control monitoring for enterprise governance, risk and compliance customers. The application syncs validated control signals with ServiceNow IRM, SecOps and CMDB, integrating security and risk operations. The solution addresses limitations of point-in-time manual GRC workflows by enabling continuous testing across applications, infrastructure and vendors at enterprise scale. TrustCloud's AI-native agents analyse structured and unstructured data from cloud and on-premises environments, automating technical, documentation and process control testing. Early customers report significant improvements: one pharmaceutical company increased application assessment throughput from 20 to 200–300 apps annually with the same resources. The application is available now through the ServiceNow Store, following ServiceNow's strategic investment in TrustCloud in 2025.
ServiceNow has reorganised its pricing around three levels of AI capability, embedding artificial intelligence across its entire product strategy. Customers can now choose between Assistive AI, Task Automation and Full Role Automation based on their AI maturity. The company introduced Build Agent SDK, allowing developers to create ServiceNow applications from any coding environment, including GitHub Copilot and Cursor. Senior vice president John Aisien called it "a real game changer" for expanding the developer base. ServiceNow also launched Context Engine, infrastructure for enterprise AI that learns from user behaviour, and the Enterprise Service Management Suite for mid-sized companies. The suite includes an AI-powered implementation agent that compresses traditional six-month deployments to approximately 30 days. "AI is now infused in every package that we offer," Aisien said.
Qlik has partnered with ServiceNow to integrate trusted enterprise data into AI-powered workflows and decision-making processes. The collaboration combines ServiceNow's Workflow Data Fabric with Qlik's analytics engine to deliver richer context from ERP, CRM, supply chain and other enterprise systems. The partnership introduces Qlik metadata collectors for ServiceNow Data Catalog, improving data discovery, lineage visibility and governance. Qlik's analytics engine will send insights directly into ServiceNow workflows and AI agents, enabling better decision-making through cross-system relationships and operational context. The announcement was made at Qlik Connect 2026 in Florida. Qlik, used by 75% of Fortune 500 companies, aims to help enterprises scale AI responsibly whilst maintaining data governance and control across operations.
Salesforce and ServiceNow are clashing over the future of IT service management, with Salesforce CEO Mark Benioff claiming his six-month-old Agentforce IT Service has won five customers from ServiceNow. ServiceNow CEO Bill McDermott disputed the claim, saying four remain customers and one represented just $42,000 in revenue against ServiceNow's $13.2 billion annual total. ServiceNow controls 40 per cent of the ITSM market with 8,600 customers, whilst Salesforce's product has 200 signups. However, analysts suggest this isn't a direct competition. ServiceNow emphasises control and orchestration with 22 years of workflow expertise, whilst Salesforce targets engagement through tools like Slack, meeting users where they work. Salesforce sees opportunity in the broader $50 billion market, particularly amongst midmarket and SMB customers where it already has relationships through CRM and cloud platforms.