Site Reliability Engineer III - Performance Engineer- Service now

There’s nothing more exciting than being at the center of a rapidly growing field in technology and applying your skillsets to drive innovation and modernize the world's most complex and mission-critical systems.
As a Site Reliability Engineer III at JPMorgan Chase within the Enterprise Technology, Infrastructure Platforms team, you will solve complex and broad business problems with simple and straightforward solutions. Through code and cloud infrastructure, you will configure, maintain, monitor, and optimize applications and their associated infrastructure to independently decompose and iteratively improve on existing solutions. You are a significant contributor to your team by sharing your knowledge of end-to-end operations, availability, reliability, and scalability of your application or platform.
Job responsibilities
Owns end-to-end reliability for the ServiceNow platform, including incident response, SLO/observability, automation, and platform performance engineering
Troubleshoots incidents/problems; leads blameless post‑mortems and drives non‑recurrence actions
Defines/defends SLIs/SLOs and error budgets; improves telemetry, monitoring, alerting, and performance testing review
Monitors platform and product performance metrics; partners with engineering on remediation
Identifies and delivers stability/resiliency/performance improvements; supports platform/vendor upgrades
Automates repetitive operational work to reduce toil
Performs design reviews for platform/tenant implementations; partners with architecture on platform standards
Holistically analyzes ServiceNow instances to identify/remediate resource contention across all layers of the stack; explores platform Java and JavaScript to understand ServiceNow application behavior
Improves throughput via JVM memory allocation and garbage collection tuning; optimizes relational database performance via query refactoring and/or database tuning
Uses enterprise-authorized AI capabilities within the work environment to accelerate incident triage, troubleshooting, and post-incident analysis, validating outputs and handling operational data according to sensitivity and security requirements.
Applies enterprise-authorized AI capabilities within the work environment to identify patterns in operational signals that indicate reliability risk or recurring toil, prioritizing reuse-first improvements tied to SLO outcomes.
Required qualifications, capabilities, and skills
Formal training or certification on site reliability engineering concepts and 3+ years applied experience
Proficient in site reliability culture and principles and familiarity with how to implement site reliability within an application or platform
Proficient in at least one programming language such as Python, Java/Spring Boot, and .Net
Strong enterprise platform support experience and practical SRE/observability fundamentals relevant to ServiceNow
10+ years in technical support, software development, performance load testing, or professional services
Expert-level understanding of web application stack components
Scripting: one or more of JavaScript, Python, Perl, Unix shell, Windows PowerShell
Experience working with/debugging object-oriented code like Java
Strong RDBMS experience (Oracle/MySQL/SQL Server/PostgreSQL) and performance tuning; JVM performance tuning (memory/GC) and troubleshooting in complex systems
Working knowledge of using enterprise-authorized AI capabilities within the work environment to support SRE workflows with strong validation habits and awareness of data sensitivity
Ability to validate AI-assisted operational recommendations before applying changes, escalating when uncertain and following data sensitivity requirements
Preferred qualifications, capabilities, and skills
ServiceNow CSA (or higher)
Prior ServiceNow architecture exposure (training can be provided)
Cloud/SaaS experience
Memory management and dump analysis (Java heap dump analysis preferred)
ITSM/ITIL/CMDB fundamentals
Linux/Unix or Windows Server administration
Browser/network troubleshooting tools (e.g., Firebug, Chrome DevTools, Fiddler)