Staff Technical Duty Officer, ServiceNow
Site Reliability Engineering, Federal
More information about location
Cloud-based digital workflows for enterprises
Open for applications
Cloud-based digital workflows for enterprises
1001+ employees
Open for applications
More information about location
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist
Insights
Some candidates hear
back within 2 weeks
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company values
- Win as a team
- Innovate and execute
- Stay hungry and humble
- Deliver customer success
Company HQ
Santa Clara, CA
Articles
Leadership
Fred Luddy
(Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
Salary benchmarks
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Diversity & Inclusion at ServiceNow
- Enabling and empowering our people: We use rich learning programmes to equip employees with inclusive mindsets and skills, and we build equitable processes across our entire talent ecosystem
- Engaging our communities and allies: We make space to listen, share openly and engage in respectful dialogue. We extend into our communities through civic engagement, digital literacy and non‑profit support
- Building diverse talent and hiring inclusively: We grow stronger together by developing and advancing individual talent and by improving representation at all levels.
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