Manager, Linux System Administration - Federal

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

Please Note:  This position will include supporting our US Public Sector customers.

“This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening.  Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.


As a Manager, System Administration, you will manage a team within Operations Engineering.  Our System Administration teams are responsible for the administration and operations of the global cloud infrastructure that runs our SaaS product. This is an opportunity to be at the core of running a Cloud SaaS platform that scales to millions of users!  The Cloud Operations team is responsible for ensuring the availability and efficiency of the server infrastructure that runs our SaaS platform while consuming and deploying products that have been newly developed by engineering teams. You will be working closely with engineers and developers across the company

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 data center 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 introduce new tools to improve team efficiency. 
• Collaborate with internal teams on recurring problems and resolve 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.
• ​​​4+ years of experience with people management and technical operations teams 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 some familiarity with MySQL, PostGres, 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 to have an understanding of ITIL v3 framework and how it applies to incident, problem and change. 

GCS-23

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.