Sr Staff Production Service Engineer

Job Description

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

Who is the Sr. Staff Operations Architecture Engineer

This is a highly visible and critical technical leader with the responsibility of defining the operational strategies that ServiceNow employs to provide high levels of services to our customers. OpsArch has a dual-mandate to work on deep technical initiatives like public-cloud and AI and the ideation, design, and buildings of tools and automations. You will be a key contributor in defining and establishing an operational standards portfolio that maps to our AI-native journey. This will be used to ensure AI systems and services have the needed focus across operability, observability, fault-tolerance, and recoverability. You will engage across the business with service engineering teams to ensure the standards defined are implemented and maintained, with a goal of reducing engineering toil and Mean-Time-To-Resolution (MTTR).

We need technical leaders with experience designing large scale operational frameworks and are well-versed in productization strategies in scaling architectures for ServiceNow's planet-scale challenges. The role also requires a combination of technical skills and people skills as you will be working across a broad cross-section of engineers and service owners.

What do you get to do in this role

- Provide strategic architecture by defining strategies and standards for the use of AI across observability, supportability, process, tools, and Automations. This is with a view towards reducing engineering toil and MTTR.
- Lead the review of proposed new AI functionality, tools and services for architectural consistency and adherence to GCO architectural standards. Provide direct feedback to service teams on how to optimize their designs for better response and engagement for AI.
- Provide senior operational and technical leadership at appropriate architectural meetings and boards to ensure operational requirements are met and form part of design and architectural designs across the business. AI is a new direction for operations and defining and unifying the voice of the operator at leadership meetings is critical.
- Provide oversight of operational implementation teams to ensure appropriate AI architectural and security standards are implemented during build phases. Ensure feedback from those teams are incorporated into future standards.

Qualifications

To be successful in this role you have:

- 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.
- 7+ years of hands-on experience in architecting and engineering large-scale infrastructure solutions. Familiarity with design and operations of platforms and applications in areas such as scaling, observability, fault-tolerance, and operability required.
- Knowledge of AI methods and technologies such as RAG, GenAI, prompt engineering, AgenticAI, etc. are required.
- Experience defining and optimizing technology process and design for AI with a deep focus on productization and building scalable and highly available operational environments.
- Deep experience in the creation and ongoing improvement of operational standards, ability to drive future reuse, and logical consistency of the customer experience.
- 7+ years of experience in environments involving commercial software engineering, distributed systems architecture, infrastructure, hardware platforms, databases, web, and application servers.
- Experience building strong cross functional relationships that foster deep engagements across diverse organizations. Ability to work independently to form relationships and build consensus on deep technical issues.
- Ability to represent and promote complex business or technical concepts both internally and externally.
- Bachelor's/Master's degree in Computer Science, related technical field, or equivalent practical experience.

JV20

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 [Confidential Information] 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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