Offer summary

Qualifications:

Bachelor's in Computer Science or related technical degree, or 3+ years of related experience in technical support., 5+ years of experience with DevOps automation, CI/CD pipeline, and agile methodologies., Deep knowledge of Linux systems and cloud technologies, preferably Azure., 10+ years of coding experience in languages such as Python, JavaScript, and Ruby..

Key responsibilities:

Resolve challenging technical situations related to ServiceNow products and provide root cause analysis.

Drive initiatives to improve infrastructure reliability and performance through system design.

Act as a customer advocate, managing expectations and ensuring high satisfaction.

Communicate effectively with customers and teams through various channels.

Job description

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role

Deep Knowledge on our platform, cloud technologies, and troubleshooting practices to ensure the successful resolution of challenging technical situations.
Experience assessing, troubleshooting, resolving, and providing root cause analysis for ServiceNow Product issues related to upgrades, cloning, tables, reporting, performance analytics, artificial intelligence, automated test framework, studio and development tools, plugins and applications.
Use your experience in software development, systems engineering, and networking to proactively prevent repeatable issues.
Drive initiatives with partner teams to improve the reliability and performance of the infrastructure through improved system design.
Drive a culture of intolerance to manual activity which results in a highly automated environment delivering scalable solutions.
Drive monitoring and automation initiatives
Provide relief and sustainable resolution to issues within our infrastructure.
Manage self hosted customers' expectations and experience in a way that results in high customer satisfaction.
A Subject Matter Expert in assigned areas ( Key Management Framework, Instance Cloning, AHA) of product functionality.
Customer Advocate providing support to users/administrators of our platform.
Work on technical and non-technical projects.
Communicate with customers and our teams through case, phone, and other electronic methods.

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 AI's potential impact on the function or industry.
A Bachelor's in Computer Science (or related technical degree) or 3+ years of related experience within a technical support environment.
Deep knowledge of Linux systems
5+ Years’ experience with DevOps automation, CI/CD pipeline and agile methodologies
5+ Years’ experience with Cloud technologies, preferably Azure
Expertise in Observability and Monitoring of applications, services, and networks at scale
10+ years Coding in various languages; we normally prefer Python, JavaScript, and Ruby
A good understanding of Object-oriented programming languages like Java.
MySQL database administration, troubleshooting, and performance tuning
Networking skills, IP addressing and routing.
Team-first attitude and an uncompromising attention to detail.
Good collaboration and communication skills
Ability to work in shifts that cover one weekend day.
Experience developing on the ServiceNow Platform is a bonus
Experience with a variety of open-source tools used in the operation of production computing environments.
Problem-solving skills and the ability to investigate deeply into the internals of DevOps tools and systems technologies.
The ability to take ownership and lead the investigation to resolve complex issues.

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.

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 law. In 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 [email protected] 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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