Staff Network Engineer

Summary

Join ServiceNow as a Network Engineer and drive a business-critical public cloud infrastructure globally. You will be responsible for network capacity augmentation, designing and deploying networks, and participating in automation development. This role involves troubleshooting networks, leading outage mitigation, and performing detailed problem diagnosis. You will also engage in sustainment, planned change introduction, and network device management. Success requires experience with various network technologies, automation tools (Ansible, Python), and a solid foundation in networking principles. The position demands strong communication and collaboration skills, along with a passion for customer experience.

Requirements

• 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
• Possess a solid understanding of and have experience with most of the following network technologies, 802.1q, HSRP, VRRP, OSPF, ISIS, MCLAG, BGP, BFD, NAT, ACLs, IPSEC, and SNMP. Knowledge of MPLS is a plus
• In depth knowledge of troubleshooting and monitoring tools like tcp-dump, Wireshark and ability to learn fast in-house monitoring tools
• Automation focused mindset and ability to learn fast
• Knowledge of scripting especially related to Cisco, Juniper, Linux based devices, Ansible, Python or Go is extremely valuable
• The candidate should have a solid foundation in networking including routing, switching, security and load balancing
• 6+ years of experience in working on Internet and data center networks
• Ability to partner with peers who are globally distributed is a key part of this role
• Passion for customer experiences and focus on delivering high quality support
• Strong communication skills and empathy for customers
• Ability to learn new technology in a fast-paced environment
• Continuous Integration, Continuous Deployment CI-CD using DevOps, Bit Bucket, GitHub
• GCS-23
• This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening
• Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered

Responsibilities

• Drive a business-critical public cloud infrastructure around the world
• Responsible for network capacity augmentation as we grow
• Design and deploy networks based on business and technical requirements
• Participate in the design and coding of a new piece of automation or on-platform optimization
• Partner with project and program managers to meet overall timelines and resolution of issues
• Operate and troubleshoot networks to identify and resolve issues quickly
• Take a lead role in the engagement and mitigation of outage causing events or issues
• Validate problem descriptions and perform detailed problem diagnosis, track and update problems in trouble-ticketing system
• Perform non-critical investigations into functionality that is not working as desired
• Engage deeply in the sustainment function to proactively analyze network parameters such as capacity and availability to ensure issues are fixed before they cause an outage
• Review, consult and prepare for planned change introduction to production environment
• Participate in rotating on call schedule with other members of the team
• Perform network device code upgrades, deployments, decommissions, and RMAs across the globe either manually or via automation tools
• Work efficiently in the globally distributed remote working environment
• Develop and maintain internal documentation and processes to assist with operating the network infrastructure at scale
• You will be using Ansible, python modules and other in-house automation tools to perform the deployments and troubleshooting
• Quickly integrate into the environment and gain a solid understanding of network architecture, organization, processes and procedures
• Deploy capacity racks, networks into a globally distributed datacenter based on demand
• Demonstrate the technical expertise and participate, contribute to different meetings with stakeholders
• Partner with the other CNS and automation teams to identify and solve one network process issue

Preferred Qualifications

• Solid knowledge and familiarity with Juniper Junos, Cisco IOS and NXOS, Cumulus-Linux and Rest API considered a plus
• Linux-Unix basic system administration and troubleshooting knowledge are plus
• F5 and Cisco ASA knowledge and experience is plus