Staff Service Readiness Engineer - DCO

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

NOTE:

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. 

About the Team

The Data Center Services – Operations Engineering (DCS-OE) team exists to operationalize tooling, data insights, and systems that enable global data center performance, forecasting, and technical documentation at scale. This team supports ServiceNow’s physical infrastructure by ensuring reliable systems, actionable telemetry, and well-governed knowledge management.

DCS-OE is part of the Global Cloud Services organization, which supports the data center operations of the Unified Technology Group (UTG) and Success, Technology, Experience, and Platform (STEP) organizations.

About the Role

We are seeking a highly experienced and detail-oriented Senior Service Readiness Engineer to lead and manage the end-to-end readiness process for infrastructure and services. This role is critical in ensuring seamless coordination across procurement, shipping, installation, configuration, and validation—whether the service involves hardware, software, or both. The ideal candidate will bring a strong focus on operational readiness, system reliability, and cross-functional collaboration to ensure services are delivered efficiently and are technically ready for use.

What you get to do in this role:

• Service Readiness Lifecycle Management
  • Manage the entire readiness process from intake request through to customer handoff.
  • Coordinate onboarding and capacity planning activities to ensure infrastructure and software services are prepared for deployment.
  • Track and manage shipment, configuration, and deployment records to maintain operational transparency.

• Project Execution
  • Lead execution of readiness tasks including:
  • Procurement coordination and documentation
  • Shipping and receiving logistics
  • Physical installation (e.g., boltdown, energizing, cabling)
  • Software and network configuration
  • Power setup and system validation
  • Service validation and handoff

• Cross-Functional Collaboration
  • Partner with subject matter experts, procurement, networking, software engineering, and operations teams to ensure timely and accurate execution of readiness tasks.
  • Act as the primary point of contact for coordination, issue resolution, and stakeholder communication.

• Operational Readiness & Process Optimization
  • Ensure systems and services are technically ready for use and meet service readiness standards.
  • Identify workflow gaps and propose improvements to streamline deployment and readiness operations.
  • Maintain clear documentation and ensure alignment with internal standards and tools.

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.
• 8 years of related experience with a Bachelor's degree; or 6 years and a Master's degree; or a PhD with 3 years experience; or equivalent experience in data center operations, infrastructure or software deployment, or service readiness management.
• Strong understanding of deployment and readiness workflows across hardware and software domains.
• Proven ability to manage complex, multi-step readiness processes independently.
• Excellent communication and stakeholder management skills.
• Experience working with cross-functional technical teams including networking, software, op