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Staff Technical Duty Officer

3 months ago

Chicago, United States ServiceNow Full time
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. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

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

Please Note:  
This position will include supporting our US Federal customers.
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.

Who is the TDO?
The Technical Duty Officer team has a mission to support and protect all of ServiceNow’s public services. This role is unique in the tech industry and allows the TDOs access and engagement with teams across ServiceNow. We leverage our broad technical experience to keep critical systems running through any event.
TDOs execute fixes during Internet outages, hardware failures, configuration mishaps, and natural disasters. We have a mandate to own these problems and see them through to resolution. Unlike traditional operations roles, we have the sole authority to make any necessary changes to fix issues and bring services back online.

The TDO is the last stop in escalation and always resolves the problem. Our organization hires subject matter experts in CloudOps, Development, Systems Engineering, and Networking. We provide leadership to a strong Site Reliability Engineering (SRE) team. We attack problems from fine-grained Linux kernel configurations to large-scale capacity constraints.
The TDO provides solutions to ServiceNow’s planet-scale challenges.

What you get to do in this role:

  • Leverage your extensive system, network, and database skills to provide technical leadership for a team of on-site engineers who are responsible for the availability and performance of ServiceNow's cloud platform.
  • Coordinate all recovery efforts and Lead as the crisis manager during all major outages to provide rapid relief and resolution to any issue that could be impacting the operational environment.
  • Develop new solutions and build requirements for new procedures and automations and verify that these new services meet our needs before they are released to the production environment.
  • Drive organization-wide change (global) by participating in post-incident reviews, approving new architectural designs, and establishing strong relationships by working with many cross-functional teams.
  • Make operations more effective by continually training and mentoring the team on all aspects of the operational environment.
  • This position requires participation in our on-call rotation
Qualifications

To be successful in this role you have:

  • 6+ years of experience in Linux enterprise service operations, SRE, or Systems Engineering.
  • An in-depth understanding of the technology associated with operating a service or platform in the public or private cloud, including data centers, systems, networks, web applications, and relational databases.
  • Meticulous analytical skills to identify and understand the root cause of critical issues.
  • Excellent collaboration skills across diverse cross-functional teams
  • Familiarity with Networking technologies such as routing, switching, DNS, load balancing, and CDN is good to have.
  • Working knowledge of BASH, Python, Perl or other scripting languages.
  • Incident management experience with the ability to work under pressure and remain calm and composed during a crisis.
  • Strong communication skills to collaborate effectively with other teams. You need to be able to work well in a team environment, actively listening to others and contributing their own ideas to solve problems.
  • Bachelor's degree in Computer Science or Information Systems or equivalent technical degree

GCS-23

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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

 

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