Staff/Senior Production Service Engineer

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
Note: This position requires the Australian Baseline Security Clearance. If offered employment, you must be willing to complete and successfully pass the adjudication process. Australian citizens currently residing in Australia will be considered.
The ServiceNow PSE (Production Service Engineering) team is a group of highly technical engineers who are tasked with maintaining and supporting the reliability, scalability and performance of the automations and platform to manage the ServiceNow cloud infrastructure.
Our engineers are empowered to drive technical resolutions across the technology stack of the cloud infrastructure and instance automations. They are also tasked with driving forward the operability and reliability of the automations to drive down the number of incidents and to reduce MTTR.
To accomplish this our engineers, combine solid analysis and troubleshooting skills, software development, networking and systems engineering expertise with a strong desire to be challenged by problems of scale and complexity and to make services better for our customers.
What you get to do in this role

• Investigate, Support and Provide sustainable resolution to issues within our cloud infrastructure and application stack.
• 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 cloud infrastructure through improved system design.
• Drive a culture of intolerance to manual activity which results in a highly automated environment delivering scalable solutions.
• Mentor and Coach other team members.

Important Note on the Role

• Availability for weekend shifts: Must be able to work weekends, with corresponding days off during the week.
• Willing to work 4 x 10 or 5 x 8 including weekends.
• Required to be on-call as needed.

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.
• 8+ years of experience in enterprise technical systems support, operations and development.
• Good knowledge of Linux systems.
• Coding in one or more of these languages - JavaScript, Python, Java and Bash.
• Understanding of Networking services and protocols - Routing, Load Balancing, DNS, SNMP, HTTPS, TCP/IP, etc.
• Working knowledge in one or more of the databases - Postgres, MySQL, Maria DB, Oracle.
• Web application / API development and operations experience.
• Experience in using Splunk for analysis and reporting.
• Strong troubleshooting, analysis and problem-solving skills.
• Agile methodologies and software development lifecycle experience.
• Familiarity with Cloud Technologies - AWS, Azure, GCP or OpenStack.
• Metric-driven mindset.
• Engage with customers and partners to drive resolutions and efficiency.
• Good knowledge of Observability and Monitoring

Nice to Have

• Experience working with Container and Container Orchestration Platforms (Docker, Kubernetes).
• Experience developing on the ServiceNow Platform
• Knowledge in nginx, Kafka, Grafana, Prometheus.
• Knowledge in Ansible, Puppet, Terraform.

Soft Skills

• Self-motivated and having a customer support mindset.
• Team-first attitude and uncompromising attention to detail.
• Strong leadership and mentoring capabilities, with experience guiding cross-functional teams.
• Excellent communication and problem-solving skills, with the ability to explain technical concepts to non-technical stakeholders.
• Passion for innovation and improving AI-driven user experiences

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 . 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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