Company Description
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
Job Description
Role Overview:
As a Senior Site Reliability Engineer supporting our Canada Protected B regulated cloud environment, you will help ensure the reliability, availability, scalability, security, and performance of critical cloud infrastructure and services.
You will work across the technology stack, including operating systems, cloud infrastructure, networking, containers, databases, observability, and application services. You will independently troubleshoot complex production problems, participate in incident response, identify root causes, and engineer sustainable solutions that prevent recurrence.
A key part of this role is improving the operability of the environment by eliminating repetitive manual work through automation, strengthening monitoring and observability, and continuously improving service reliability.
Canada Protected B Eligibility:
This role supports a Canadian regulated cloud environment and requires the employee to perform their duties while physically located in Canada.
Candidates must meet applicable Government of Canada personnel security screening requirements, including the ability to obtain and maintain the personnel security status required for the role. Access to Protected B information, assets, or systems requires Reliability Status.
Work Schedule:
This position is part of a 24x5 Site Reliability Engineering operation supporting the Canada Protected B regulated environment. Engineers will be assigned to a fixed day, swing, or overnight shift designed to provide continuous operational coverage Monday through Friday.
Each shift includes eight hours of scheduled work and a one-hour unpaid meal period. Adjacent shifts overlap by one hour to enable structured warm handovers, continuity of active incident response, and transfer of operational context.
- Day Shift: 7:00 AM - 4:00 PM ET
- Swing Shift: 3:00 PM - 12:00 AM ET
- Overnight Shift: 11:00 PM - 8:00 AM ET
Shift assignments and schedules may be adjusted based on operational coverage requirements. Meal periods will be scheduled outside the warm-handover window and coordinated to maintain operational coverage.
What you get to do in this role:
- Independently troubleshoot and resolve complex production issues across infrastructure, application, database, network, container, and cloud layers.
- Participate in and, where appropriate, lead incident management activities, including diagnosis, mitigation, service recovery, and technical coordination during production incidents.
- Lead or contribute to Root Cause Analysis (RCA) and translate lessons learned into corrective and preventative engineering work.
- Develop sustainable solutions that prevent recurring incidents rather than relying on repeated manual intervention.
- Develop scripts and operational tooling using Bash, Python, and/or JavaScript to automate repetitive activities and improve operational consistency.
- Build and maintain infrastructure and configuration automation using Ansible and Puppet.
- Administer, operate, and troubleshoot Linux-based production systems at scale.
- Work with cloud infrastructure and services, with Google Cloud Platform (GCP) preferred.
- Operate and troubleshoot Kubernetes environments and containerized workloads.
- Administer, troubleshoot, and performance-tune relational database technologies, preferably PostgreSQL; MariaDB/MySQL experience is also applicable.
- Use Git and source-control-based engineering workflows to develop, review, test, and maintain infrastructure and automation code.
- Troubleshoot network-related issues using strong knowledge of TCP/IP, DNS, IP addressing, routing, load balancing, connectivity, and network security concepts.
- Use monitoring, logging, metrics, tracing, and other observability capabilities to identify production problems and improve system reliability.
- Collaborate with application engineering, infrastructure, networking, security, database, and other SRE teams to resolve issues and improve service reliability.
- Identify repetitive operational work and develop automation that reduces toil, improves consistency, and reduces operational risk.
- Participate in design and operational-readiness reviews and identify reliability, supportability, and operational concerns before changes reach production.
- Share technical knowledge, troubleshooting approaches, and operational best practices with other engineers.
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.
- 5+ years with a Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or a related technical field or 3 years and a Master's degree; or a PhD without experience; or equivalent/relevant engineering work experience, with demonstrated ability to independently own and resolve complex production and reliability problems.
- Strong production experience administering and troubleshooting Linux operating systems.
- Strong scripting and automation experience using Bash, Python, and/or JavaScript, including developing maintainable automation rather than only executing existing scripts.
- Hands-on experience with cloud infrastructure, with Google Cloud Platform (GCP) preferred.
- Hands-on configuration management and automation experience using Ansible and Puppet.
- Practical experience operating and troubleshooting Kubernetes production environments.
- Strong working knowledge of Git and source-control-based software and infrastructure engineering workflows.
- Strong database administration, performance, and troubleshooting experience, preferably with PostgreSQL; MariaDB/MySQL experience is also applicable.
- Strong networking knowledge, including TCP/IP, DNS, IP addressing, routing, load balancing, connectivity troubleshooting, and network security concepts.
- Experience supporting production services through incident management, including diagnosis, mitigation, recovery, and technical Root Cause Analysis.
- Experience with monitoring and observability of applications, infrastructure, services, databases, and networks at scale.
- Ability to independently analyze complex operational problems and determine appropriate technical solutions.
- Strong analytical, troubleshooting, written communication, and collaboration skills.
This posting is for a new vacancy.
For positions in this location, we offer a base pay of $102,050 - $152,050, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, ESPP, matching donations, a flexible time away plan and family leave programs.
Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 [email protected] 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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