Staff ServiceNow Support & Operations 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
What you get to do in this role:

• Develop with Puppet, Python, and Ruby in order to build web a configuration management pipeline that is safe, fast, and observable.
• Manage the end-user experience for ServiceNow, including training, support, and engagement
• Provide technical expertise for ServiceNow modules, including ITSM, ITOM, and ITBM
• Lead the Service Desk team in resolving technical issues and ensuring seamless User experience
• Develop and maintain technical documentation for ITSM,ITOM &ITAM and related processes
• Collaborate with the Global Tech Lounge team to ensure seamless User experience and manage day to day operations.
• Work with a global team to ensure 24/7 support and coverage for all essential functions like MIM & Command centre
• Track and report on SLAs (Service Level Agreements) to ensure high levels of service quality
• Develop and maintain reports, dashboards, and KPIs to measure adoption and usage
• Stay up-to-date with ServiceNow releases, features, and best practices.
• Drive user adoption and feedback to continuously improve the ServiceNow experience and deliver Now On Now experiences

Qualifications
To be successful in this role you have:
5+ years of experience in IT, including 2+ years of hands-on experience with ServiceNow tools

• Has experience operating bare metal Linux servers at scale in a production environment, using configuration management tools such as Puppet, Chef, or Ansible.
• Strong technical knowledge of ServiceNow modules, including ITSM, ITOM, and ITBM
• Experience with Tech Lounge and Service Desk operations
• Excellent communication, training, and interpersonal skills
• Ability to work independently and collaboratively in a fast-paced environment
• Strong problem-solving and analytical skills
• ServiceNow certifications (e.g., ITSM, ITOM, ITBM) and ITIL foundations
• Experience working with global teams and managing SLAs
  Nice to Have:
  - Experience with other IT service management tools and technologies
  - Knowledge of cloud-based technologies and SaaS platforms
  - Certification in ServiceNow Administration, Implementation, or Development

JV20
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
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. 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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