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. 

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

The Team

As a key member of the Systems Administration team within Global Cloud Operations, you will be responsible for administration and operations of the global cloud infrastructure that runs our SaaS product.

This is an opportunity to be at the core of running a Cloud SaaS platform that scales to millions of users! The Cloud Operations team is responsible for availability and efficiency of the server infrastructure that runs our SaaS platform, while consuming and deploying products that have been newly developed by engineering teams.

You will be working closely with engineers and developers across the company.

Responsibilities

• Contribute to Configuration Management and Infrastructure as Code for ServiceNow’s global private cloud.
• Develop tools in Python, bash, and JavaScript to replace manual work and improve customer maintenance experience.
• Drive enhancements and bugfixes for large scale automation projects such as patching, provisioning, and kickstart domains.
• Design and implement procedure to accomplish maintenances where automation and tooling cannot drive resolution of root causes with internal team members.
• Prepare new ServiceNow products and services for production readiness with design review, feedback to engineering teams, training, and testing.
• Use broad knowledge and experience of systems administration and networking principles to proactively prevent and address incidents while constantly improving documentation.
• Participate in escalations and Root Cause Analysis of issues in both Australia regulated markets and global Commercial infrastructures.
• Troubleshoot database backup and restore failures as well as perform database migrations.
• Support operation of a wide variety of infrastructure services including Machine Learning and Prediction, Kafka and RabbitMQ messaging, database encryption, E-Mail infrastructure at scale, DNS, Puppet, Elasticsearch, F5 BigIP, and more.

Qualifications

To be considered for this opportunity, we are after someone with - 

• A strong background in systems administration and engineering, understanding of the components of a cloud infrastructure including hardware platforms, OS, applications, databases, networks, web and application servers.
• Solid experience with Linux (RedHat and derivatives like CentOS)
• Working level knowledge of at least one: Python, Bash, Ruby, JavaScript
• Strong experience with service troubleshooting, covering web front-end, Systems, Databases and Networks.
• Previous direct exposure to administrating fundamental internet services (DNS, Mail, Apache/Tomcat) with a good understanding of the LAMP stack.
• Familiarity with administrating MySQL, MariaDB, Postgres or similar technologies; proficiency preferred.
• Strong experience with service troubleshooting in a production environment covering web front-end, Systems, Databases and Networks.
• Understanding of ITIL v3 framework and how it applies to incident, problem and change.
• Good communication skills and work well in a collaborative team environment.

Desirable Skills and experience 

• Prior experience in Site Reliability Engineering/DevOps and managing large-scale server infrastructure at a cloud computing or MSP setting
• ServiceNow development experience is desirable.
• Experience with systems and network performance and availability monitoring and analysis as well as configuration management platforms (Nagios/Icinga, SNMP, Puppet, Ansible, Splunk) 
• Familiarity with Networking Technologies such as routing, switching and load balancing (VPN exposure is a huge plus)

Why ServiceNow

ServiceNow's DNA is built in purpose and values. We offer a culture of belonging, inclusivity, collaboration, and customer focus. 

Work-life balance and well-being are our topmost priorities.

We offer flexible work arrangements. 

We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their careers through working with some of the most advanced technologies and talented professionals in the business.

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.

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