Senior Staff Quality Performance Engineer



Quality Assurance
San Diego, CA, USA
Posted on Saturday, June 1, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

​​​​​​​Job Description:

What you get in this role:

  • Research, design and implement strategies to evaluate and improve performance, scalability and reliability of ServiceNow platform/applications.
  • Analyse and solve complex performance issues. Identify and document inefficient architecture/workflows/processes that fail to meet business requirements, recommend improvement
  • Carry out reliable performance tests to validate release readiness of ServiceNow platform and products. Create infrastructure, automation, and tools that drive realistic loads against the core services of our platform
  • Collaborate with architects, developers and leaders from engineering, product management and customer facing teams to build scalable products/solutions, proactively engage in root cause analysis and mitigation of customers’ performance escalations
  • Provide assessments of performance and scale for products/solutions to the leadership with deep-dive analysis, trends over time and relevant KPIs that could drive key decisions
  • Facilitate capacity planning, sizing, demand forecasting, software performance analysis and system tuning
  • Serve as a subject-matter expert (SME) on performance/scale. Provide leadership and mentorship to performance engineers, developers, product managers on performance engineering process, frameworks and best practices. Enable knowledge sharing, cross-collaboration, standardization and innovation
  • Benchmark key business flows against production scale infrastructures, data volume and concurrency to simulate large customers
  • Review customer usage patterns, customer logged performance defects and enhance performance test coverage based on gaps identified
  • Log and track performance bugs, collect and report performance metrics
  • Work within agile software development process, certify products for release readiness in terms of performance, scalability and reliability
  • Stay up-to-date with latest developments in the industry on performance engineering practices and apply them in performance initiatives at ServiceNow. Learn quickly when facing new situations, apply new concepts and principles to address problems



To be successful in this role you have:

/ MS / PhD. in computer science (or equivalent) with around 12+ years of experience in performance engineering and/or software development. Prior experience as a performance architect is highly desirable. Knowledge of ServiceNow platform is a huge plus

  • Strong hands-on skills on DB performance analysis, SQL tuning, Knowledge on distributed database architecture, replication, failover and their impacts on performance. Ability to debug/resolve performance issues with MySQL and/or PostgreSQL are desirable
  • Domain knowledge and hands-on skills with cloud infrastructures such as AWS, Azure, Kubernetes, Kafka. Ability to identify and resolve their performance bottlenecks
  • Understand the impact of locking, caching, replication, load balancing etc on software performance
  • Proven skills in industry standard performance test frameworks such as JMeter, WPT
  • Experience in performance monitoring and reporting frameworks such as Splunk, Grafana, InfluxDB, Prometheus, ELK/Kibana
  • Ability to develop performance tools/utilities using programming languages such as Java, Java-Script, Python, Shell scripts. Strong skills on Linux commands and utilities
  • Ability to carry out root cause analysis of complex performance issues, analyse results and recommend solutions
  • Experience with defining, documenting and reviewing technical architecture for highly scalable products
  • Strong problem-solving and analytical skills, brings clarity to ambiguous situations, facilitates and arbitrates technical discussions and has the ability to make challenging calls or recommendations
  • Strong and unwavering commitment to making customers successful, relentless focus on delivering results through innovation and proactive action
  • Strong communication skills and ability to work with professionalism, integrity, passion, and accountability in a globally distributed hybrid work environment
  • Solid understanding and experience with agile software development methodologies
  • For positions in California (outside of the Bay Area), we offer a base pay of $163,000 - $285,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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