Staff System Engineer

Summary

Join ServiceNow as a Subject Matter Expert, leveraging your deep platform knowledge and troubleshooting skills to resolve complex technical issues. You will assess, troubleshoot, and provide root cause analysis for ServiceNow product issues, proactively prevent repeatable problems, and drive initiatives to improve infrastructure reliability and performance. This role demands expertise in DevOps automation, cloud technologies (preferably Azure), and coding (Python, JavaScript, Ruby preferred). You will manage customer expectations, advocate for their needs, and work on both technical and non-technical projects. Success requires a team-first attitude, strong communication skills, and the ability to work in shifts covering one weekend day.

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
• A Bachelor's in Computer Science (or related technical degree) or 3+ years of related experience within a technical support environment
• Deep knowledge of Linux systems
• 5+ Years’ experience with DevOps automation, CI/CD pipeline and agile methodologies
• 5+ Years’ experience with Cloud technologies, preferably Azure
• Expertise in Observability and Monitoring of applications, services, and networks at scale
• 10+ years Coding in various languages; we normally prefer Python, JavaScript, and Ruby
• A good understanding of Object-oriented programming languages like Java
• MySQL database administration, troubleshooting, and performance tuning
• Networking skills, IP addressing and routing
• Team-first attitude and an uncompromising attention to detail
• Good collaboration and communication skills
• Ability to work in shifts that cover one weekend day

Responsibilities

• Deep Knowledge on our platform, cloud technologies, and troubleshooting practices to ensure the successful resolution of challenging technical situations
• Experience assessing, troubleshooting, resolving, and providing root cause analysis for ServiceNow Product issues related to upgrades, cloning, tables, reporting, performance analytics, artificial intelligence, automated test framework, studio and development tools, plugins and applications
• 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 infrastructure through improved system design
• Drive a culture of intolerance to manual activity which results in a highly automated environment delivering scalable solutions
• Drive monitoring and automation initiatives
• Provide relief and sustainable resolution to issues within our infrastructure
• Manage self hosted customers' expectations and experience in a way that results in high customer satisfaction
• A Subject Matter Expert in assigned areas ( Key Management Framework, Instance Cloning, AHA) of product functionality
• Customer Advocate providing support to users/administrators of our platform
• Work on technical and non-technical projects
• Communicate with customers and our teams through case, phone, and other electronic methods

Preferred Qualifications

• Experience developing on the ServiceNow Platform is a bonus
• Experience with a variety of open-source tools used in the operation of production computing environments
• Problem-solving skills and the ability to investigate deeply into the internals of DevOps tools and systems technologies
• The ability to take ownership and lead the investigation to resolve complex issues