Data Center Operations Analyst

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.

Data Center Operations Team manages the planning, hardware installation and configuration, optimization, operations, and ongoing maintenance of the computer/data center. Oversees systems performance, the monitoring of equipment and the management of vendor relationships. Responsible for capacity planning and continual assessments for process improvement to ensure that processes are well-documented, sustainable, and scalable. Monitors ongoing practices to ensure consistency with policies, compliance regulations and control requirements. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Roles can have an internal or external client focus. May involve company-hosted, Web-enabled solutions or may include project-based jobs in conjunction with Professional Services and outsourcing functions.

This role is primarily based at our data centre facility in Geneva.

What you get to do in this role:

• Prioritize and assign trouble tickets to data center engineers.
• Manage the performance of data center operations with varying skills across Switzerland location.
• Ensure effective and efficient management of day-to-day data center operations including queue management, 7/24 shift arrangement and hardware logistics.
• Subject matter expert across all aspects in data center operations especially in DCIM integrations.
• Ensure all operational KPIs (Key Performance Indicators) and metrics are being measured and met.
• Responsible for reporting key metrics to peer teams.
• Inspire and guide improvement in team process, technology innovation and automation.
• Manage Large Scale Events, Incident management - responsible for communications to executive stakeholders.
• Manage and build workflows for data centers operations.
• Has a solid understanding of all critical Mechanical & Electrical infrastructure.
• Recommend, document, and oversee policies and procedures to meet industry best practices and to meet required SLAs (Service Level Agreement).
• Maintain the on-call schedule coordinating absence and vacations.
• Be passionate about the quality and quantity of services being provided, and continuously strive to improve our Customer Experience.

To be successful in this role you have:

• 4+ years of experience in data center operations management
• Experience of managing the planning, hardware installation and configuration, optimization, operations, and ongoing maintenance of the computer/data center. 
• Holistic experience of overseeing systems performance, the monitoring of equipment and the management of vendor relationships. 
• Experience of capacity planning and continual assessments for DC.
• Good  knowledge of data center facilities and infrastructure including power, HVAC, structured cabling, rack management and security.
• Experience managing vendors in a data center environment.
• Strong analytical skills with the ability to multi-task several unrelated issues.
• General documentation skills with particular emphasis on technical processes and standards.
• Knowledge and experience in ITIL process methodologies a plus.
• Proven ability to function in ambiguous situations with a record of success.
• Excellent communication, customer focus, problem solving, conflict management, time management and interpersonal skills required.
• A deep passion for Sustainability and compliance  to support our customers global impact responsibilities .
• Some travel would be required--domestically and internationally.

Although data center experience is key, the successful candidate will be self-motivated and positive with a passion for developing new skills.

What you can expect from us: 

At ServiceNow, we make work better for everyone – including our own employees. 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 for our employees. Win as a Team is part of our culture, and we aspire to wow our customers. We stay hungry and humble and focus on creating belonging. Sustainability, inclusivity, and diversity are key focus areas within our business framework so that we have transparency, equity, and accountability to deliver meaningful, measurable change. With our vision and dedication for a better future already underway. Join us on this journey! 

In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, we provide resources to help you and your loved ones be well. From benefits plans and programs, to mental health resources that offer coaching and 24/7 support, to family support resources and parental leave programs – we want to help you take care of yourself and your loved ones. Below is a glimpse into even more of our offerings or click here for a full list: 

• Along with holidays, we have company-wide designated global well-being days where everyone is off and can spend time doing what matters most. 

• Good working culture to support the balance you need in both work and life. 

• Parental leave programs. 

• Childcare and caregiving benefits. 

• A learning experience platform built using our own technology, to support your learning and development goals as well as a tuition reimbursement program. 

• A global, cross-functional mentoring program. 

  • We also have team building activities, various employee belonging groups, volunteering, and community outreach programs. 

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. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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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