Mgr, Systems Engrg Mgmt

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

What you get to do in this role:

• Lead and manage a team of Systems Administrators providing mentorship and guidance. 
• Act as an escalation point for any issues and form sustainable resolutions that meet the team’s SLA’s. 

• Manage team responsibilities regarding datacenter infrastructure and microservice clusters integrated with the ServiceNow Platform including Big Data, Machine Learning, Security Key Management, Image Processing, and Queueing Systems.    
• Refine our standard operating procedures and runbooks; improve our tools and processes such as event monitoring and automation. Potentially even introduce new tools to improve team efficiency. 
• Collaborate with internal teams on recurring problems and create edge cases for implementation-based issues.  
• Document and maintain relief and resolution guides in knowledge articles and standard operating procedures. 
• Participate in a collaborative global management team running 24x7 Follow-the-Sun operations. 

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.
• People management experience, and of a technical operations team such as System Administration, DevOps, or SRE. 
• Solid experience with Linux (RedHat and/or CentOS) 
• Experience administering fundamental internet services (DNS, Mail, Apache/Tomcat) with a good understanding of the LAMP stack.  
• Ideally some experience with service troubleshooting covering things like web front-end, systems, databases and networks. 
• Ideally you would have some familiarity with MySQL, Oracle, MariaDB or similar technologies  
• Experience managing projects across geographical regions.   
• Good communication skills and the ability to work in an open, collaborative and dynamic team environment. 
• It would be a great benefit if you had an understanding of ITIL v3 framework and how it applies to incident, problem and change. 

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!

For positions in this location, we offer a base pay of $147,300 - $257,800, 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, a 401(k) Plan with company match, 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. Learn more here.

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