Jobs at ServiceNow

Senior Site Reliability Engineer responsible for maintaining reliability, availability, scalability, security, and performance across a regulated cloud environment. Duties include troubleshooting production infrastructure, leading incident response and root-cause analysis, automating operational tasks, managing Linux, cloud, Kubernetes, databases, networking, monitoring, and configuration systems, and improving service reliability. The role requires shift-based 24x5 coverage, on-call participation, collaboration across technical teams, and eligibility for Canada Government Reliability Status screening.

Provides staff-level technical leadership for reliability, availability, scalability, security, and performance of a regulated cloud environment. Leads incident response, root-cause analysis, automation, observability, Kubernetes and Linux operations, database and networking troubleshooting, architecture reviews, and cross-functional reliability initiatives. Mentors engineers and establishes operational standards across teams while supporting shift-based coverage and on-call rotations.

Lead enterprise architecture and solution design engagements for strategic ServiceNow customers. Translate executive business needs into high-level architectures spanning IT transformation, enterprise service management, digital products, integrations, cloud platforms, and AI. Engage CIOs, CTOs, architects, partners, and internal teams; deliver workshops, best-practice guidance, educational sessions, white papers, and thought leadership. Build trusted relationships and communicate complex technical concepts while aligning ServiceNow solutions to customer strategies and technology landscapes.

Develops value-based financial models and frameworks that demonstrate the business value of ServiceNow products across industries and functions. Supports go-to-market strategy, value content, service offerings, and enterprise initiatives. Collaborates with product, marketing, sales, and consulting teams, presents to senior stakeholders, and may interact with customers. Requires advanced financial modeling, strategic thinking, cross-functional collaboration, and the ability to manage multiple projects.

Own and respond to customer-facing and internal security incidents, cases, findings, and inquiries. Triage investigations, coordinate escalations, communicate security risks, improve documentation and processes, deliver security training, and develop AI solutions for automation. The role collaborates with Legal and global teams, participates in on-call rotations, and requires eligibility for Canada Reliability Status clearance.

Manage and execute security compliance certification strategies, third-party assurance programs, audits, control testing, and government cybersecurity requirements across EMEA. Conduct risk assessments, monitor controls, support customer security inquiries, prepare compliance metrics and reports, and enhance GRC tools and processes. The role requires expertise in multiple frameworks, including ISO 27001, PCI, SOC 2, and regional programs, within a SaaS or cloud environment.

Design, build, deploy, and operate production optimization applications powered by machine learning and advanced algorithms. Develop evaluation and testing systems, ensure reliability and observability, and direct AI coding agents through precise specifications and reviews. Collaborate with customers and cross-functional teams to translate business needs into scalable solutions, communicate risks, and influence product direction.

Design and operate cloud-native platforms for software, release, and production validation. Build Kubernetes-based infrastructure, CI/CD pipelines, observability, quality gates, automated testing, resilience controls, and self-service environments. Lead architecture decisions and cross-team projects, resolve complex infrastructure challenges, reduce operational toil, and mentor engineers while promoting reliability and operational excellence.

Own production database troubleshooting, incident root-cause analysis, performance tuning, observability, and automation across large-scale PostgreSQL and MariaDB fleets. Support multi-tenant cloud infrastructure, analyze Linux and distributed-system performance, conduct stress testing, influence platform decisions, and mentor engineers. The role requires extensive relational database, web application, Unix, SaaS, and production support experience, with desired skills in Python, JavaScript, Ansible, Kubernetes, and CI/CD.

Leads a team of network reliability engineers responsible for production network services supporting a cloud platform. Manages hiring, coaching, priorities, on-call practices, incident response, customer escalations, and operational readiness. Applies SRE practices, observability, automation, error budgets, and post-incident improvement to increase availability and reduce operational toil. Partners with engineering, SRE, security, infrastructure, and support teams while guiding complex troubleshooting and risk-based operational decisions.

Design, build, and manage Canadian sovereign and global cloud infrastructure using code. Automate provisioning (Terraform, Crossplane), develop services in Go/Python, onboard services, operate Kubernetes, use Puppet/Ansible, and collaborate with SRE, networking, and system administration to ensure secure, scalable environments.