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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.

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 service to our customers. We in OpsArch have a dual mandate to work on deep technical initiatives – like Kubernetes or GenAI – and the ideation, design, and architecture of tools and processes . You will be a key contributor in defining and establishing an operational standards portfolio. This will be used to ensure production 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 who are well-versed in defining operational architectures for ServiceNow’s planet-scale challenges. The role also requires a combination of technical and people skills as you will be working across a broad cross-section of engineers and service owners. Ability to clearly articulate challenges and issues to senior management is required.

What do you get to do in this role?

• Provide strategic architecture leadership for Global Cloud Operations (GCO) by defining standards for observability, supportability, process, tools, and automation. This is with a view towards reducing engineering toil and MTTR.

• Lead the review of proposed new functionality, tools, and services for architectural consistency and adherence to GCO standards. Provide direct feedback to service teams on how to optimize their designs for better operability.

• Provide senior operational and technical leadership at appropriate architectural meetings and boards to ensure operational requirements are met and become part of service designs. This is a role that requires rigor in principles of high-quality operational service design along with enough real-world experience to navigate practical implementation trade-offs.

• Provide oversight of operational implementation teams to ensure appropriate architectural standards are implemented during build phases. Ensure feedback from those teams is incorporated into future standards.

Qualifications?

• 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.

• Experience defining and optimizing technology process design 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

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) .

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 talent.acquisition@servicenow.com 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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