Total 114 job vacancies by ServiceNow

Role 

Problem Managers play an integral part in ServiceNow’s success, and we work closely with Development, Infrastructure, and Customer Support to manage known errors, mitigate impact, and drive remediation. 

What you get to do in this role

• Drive root cause investigations for the high impact/high visibility escalated issues.
• Collaborate with the cross functional teams to achieve the best resolution for our customers.
• Ensure the prioritization, planning, and execution of problems to achieve the best results for the company and our customers 
• Develop and implement evidence-driven quality and process improvement initiatives across the organization 
• Contribute to the design of the Problem Management process, data modeling and reporting
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.

What you get to do in this role

• Use your experience in software development, systems engineering and networking to proactively prevent repeatable issues.
• Drive initiatives with partner teams to improve the reliability and performance of the infrastructure through improved system design.
• Drive a culture of intolerance to manual activity which results in a highly automated environment delivering scalable solutions.
• Provide relief and sustainable resolution to issues within our infrastructure and application stack
• Drive monitoring and automation initiatives

What you get to do in this role:   

• Build high-quality, clean, scalable and reusable code by enforcing best practices around software engineering architecture and processes (Code Reviews, Unit testing, etc.)
• Work with the product owners to understand detailed requirements and own your code from design, implementation, test automation and delivery of high-quality product to our users.
• Design software that is simple to use to allow customers to extend and customize the functionality to meet their specific needs
• Help design and implement new products and features while also enhancing the existing product suite
  

What you get to do in this role:   

• Build high-quality, clean, scalable and reusable code by enforcing best practices around software engineering architecture and processes (Code Reviews, Unit testing, etc.)
• Work with the product owners to understand detailed requirements and own your code from design, implementation, test automation and delivery of high-quality product to our users.
• Design software that is simple to use to allow customers to extend and customize the functionality to meet their specific needs
• Help design and implement new products and features while also enhancing the existing product suite
  

What you get to do in this role: 

Be a core part of a new team we are building in Sydney. The role of the Senior Technical Consultant – Impact  is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value. 

Read about Impact Accelerators & watch the videos below to learn more: 

• https://docs.servicenow.com/bundle/washingtondc-impact/page/product/impact/reference/technical-accelerators.html 
• https://www.servicenow.com/legal/servicenow-impact.html

As part of the global customer success organization, this role will help customers unlock business value and accelerate the adoption of the ServiceNow products they have purchased through delivering our technical accelerators. 

You will act as the ServiceNow subject matter expert and bring ServiceNow best practices, innovations, and capabilities to help customers achieve their goals. We have high expectations and a career at ServiceNow means challenging yourself to always be better. 

The ideal candidate is someone with significant experience in ServiceNow development and who wants to help our client base with their digital transformation capabilities. 

• Present and deliver one or more offerings from our portfolio of technical accelerators to complex, large enterprise customers remotely 
• Prepare all client-facing and internal deliverables that are technology-related 
• Identify and drive process improvement opportunities, guide best practices development, and mentor/guide junior team members 
• Guide development of new offerings for our technical accelerator portfolio 
• Engage with customers’ requests in Impact including scoping of the level of effort, fulfilling business requirements, and resolving customer escalations 
• Demonstrate the product, both standard and tailored to customer needs 
• Responsible for understanding business and technical problems addressed by the Customer Success Program evolving products and business needs (security, upgrades, etc.) 
• Develop and maintain strong working relationships with other teams 
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences 
• Mentor resources and peer review development work 

Responsibilities

• Manage, monitor and manipulate the server farm behind ServiceNow cloud
• Work directly on or with the servers to enable and optimize capacity utilization for the ServiceNow customer base
• Enhance processes and tools necessary to simplify and provide consistent project execution
• Provide proactive management and innovation to ensure 100% success of ServiceNow cloud automation

What you get to do in this role:   

• Be the “voice of the program” for internal and external users
• Build trusted relationships with the local Sydney and APAC teams and partners.
• Support in driving adoption and socialization of the ServiceNow Partner Program, strategy and four modules
• Support internal and external Partner Program awareness and understanding
• Build internal awareness and understanding with partner management, field teams, technical teams, partner operations and enablement teams to ensure program adoption and understanding
• Build external awareness and understanding with existing and new partners to ensure program adoption and understanding of partner journey and steps to build a partnership
• Help track and enhance KPIs and success metrics of partner programs and report program and partner success
• · Drive program adoption, partner success with internal and external users
• · Collecting internal and external teams for needed program enhancements and capabilities and feed into the Program Module Owners
• · Creating/updating program presentations and messaging for internal and external consumption

Do you

• know Linux in various levels of diagnostics and troubleshooting?
• write code to automate repetitive tasks every time you face repetitive work?
• smile when you solve an issue in Frankfurt from your laptop in Sydney?

Answer 'yes' to these questions and we would like to hear from you. Go ahead, hit the Apply button and let's have a chat about your skills and experiences.

Want to know more about us?

Now that we have set the pace, keep reading if you want to understand more about the role and the SRE team. 

As reliability engineer in the SRE team you will :

• Provide relief and sustainable resolution to issues within our infrastructure.
• Use your experience in software development, systems engineering and networking to proactively prevent repeatable issues.
• Drive initiatives with partner teams to improve the reliability and performance of the infrastructure through improved system design.
• Drive a culture of intolerance to manual activity which results in a highly automated environment delivering scalable solutions.

Now a bit about the SRE team

The SRE team is a group of highly technical engineers who are tasked with maintaining and developing the reliability, scalability and performance of the ServiceNow infrastructure. The SRE is empowered to drive technical resolutions across the technology stack from hardware through to application and all stops in between. They are also tasked with driving forward the operability of the platform to drive down the number of incidents and to reduce MTTR.

To accomplish this the team combines software development, networking and systems engineering expertise with a strong desire to be challenged by problems of scale and complexity and to make services better for our customers.

Join us at ServiceNow, a global leader revolutionizing the future of work! Situated in Sydney, Australia, we are inviting professionals like yourself to be part of our dynamic Deployment and Maintenance Release team.

If you are eager to join a fast-growing company, here is your chance to make a mark in the world of enterprise solutions.

This role 

The Release Deployment and Maintenance team facilitates the General Availability Family releases and all subsequent monthly releases. As a vital member of our team, you will dive into a fast-moving program, driving programs that deliver the latest in security and functional updates directly to our customers and partners. Imagine being the backbone that supports zero-downtime updates, empowering users to evolve continuously with our products.

What’s in it for you?

• Meaningful programs: Lead significant maintenance release programs, from Patching to Hotfixes, making a direct impact on our service quality.
• Collaborative Environment: Work alongside and learn from leaders across ServiceNow, shaping the future of our services and processes
• Analytics Mastery: Turn data into stories, craft insights that guide our strategic decisions. Your analytical skills will directly influence high-level strategy
• Operational Excellence: With your finger on the pulse of our patching operations, you will be able to optimize our processes, ensure we meet our goals

Note: This position requires the Australian Baseline Security Clearance. If offered employment, you must be willing to complete and successfully pass the adjudication process. Australian citizens currently residing in Australia for at least the past 3 years will be considered.

Responsibilities 

• Promote and support change management processes at a global level. The GCO Change Management team is a trusted partner in our Global Cloud Service organization.
• Partner and collaborate with internal stakeholders, external partners and customers globally to address process improvement and implement effective and resilient solutions.
• Proactively collaborate with global Senior Management and peer Change Managers to ensure we meet OKRs and company priorities.
• Provide training, coaching and guidance of Change Management process to the Global Cloud Services team.
• Participate, influence and lead cross-functional or multiple projects while maintaining the balance of running BAU tasks.
• Play a key role in defining requirements and participating in large-scale/high visibility programs and projects, allowing Global Cloud Services to effectively deliver scalable infrastructure solutions.
• Provide input, document requirements and support the design and delivery of training programs.
• Actively facilitate the creation of documentation and other Knowledge resources, while driving compliance with established Knowledge Management policies, practices and standards
• Good communication is a must. Dealing with business partners is a very important aspect of this role.
• Strong teamwork, flexibility and interpersonal skills are a must. Strong collaboration and valuing other ideas and contributions. The role will require looking after 3 different environments along with other Change Managers in the region.
• Requires attention to detail as the role requires different forms of reporting, pre & post-implementation review of changes, inter and intra-team discussions around change implementation and audits.
• Chair the Change Advisory Board (CAB) meeting, produce the meeting agenda and distribute meeting minutes to stakeholders.
• Participate in external and internal audits as the subject matter expert for Global Cloud Services Change Management, demonstrating adequacy and effectiveness of internal change controls.

Who is the TDO?

The Technical Duty Officer team has a mission to support and protect all of ServiceNow’s public services. This role is unique in the tech industry and allows the TDOs access and engagement with teams across ServiceNow.

We leverage our broad technical experience to keep critical systems running through any event. TDOs execute fixes during Internet outages, hardware failures, configuration mishaps, and natural disasters.

We have a mandate to own these problems and see them through to resolution. Unlike traditional operations roles, we have the sole authority to make any necessary changes to fix issues and bring services back online.

The TDO is the last stop in escalation and always resolves the problem. Our organisation hires subject matter experts in CloudOps, Development, Systems Engineering, and Networking. We provide leadership to a strong Site Reliability Engineering (SRE) team. We attack problems from fine grained Linux kernel configurations to large scale capacity constraints.  The TDO provides solutions to ServiceNow’s planet-scale challenges.

What you get to do in this role

• Leverage your extensive system, network, and database skills to provide technical leadership for a team of on-site engineers who are responsible for the availability and performance of ServiceNow's cloud platform.
• Coordinate all recovery efforts and Lead as the crisis manager during all major outages to provide rapid relief and resolution to any issue that could be impacting the operational environment.
• Develop new solutions and build requirements for new procedures and automation and verify that these new services meet our needs before they are released to the production environment.
• Drive organisation-wide change (global) by participating in post-incident reviews, approving new architectural designs, and establishing strong relationships by working with many cross-functional teams.
• Make operations more effective by continually training and mentoring the team on all aspects of the operational environment. 

ServiceNow is looking for a high achieving Sales Development Representative to join our expanding Global Sales Development team. You will produce new business pipeline in mid- to large-size enterprises, working with Field Sales professionals.

What you get to do in this role:

The Sales Development Representative builds sales pipeline by identifying qualified opportunities:

• Establish new business relationships with influential contacts within target accounts
• Understand an organisation's goals
• Identify new sales opportunities and pass them to Field Sales team members in the CRM
• Partner with Field Sales to create regional territory plans
• Use our technologies to prioritise, disposition and manage marketing leads to maintain service level agreements with Marketing

What you get to do in this role
 
We are looking for a highly motivated, collaborative and technically experienced Security Compliance - Junior Analyst with ability to understand and influence cloud operational and security processes, effectively communicate ServiceNow’s controls including intent, and drive changes within the organisation through effective testing. The successful candidate must be reliable, resourceful and have a “can-do” attitude.  
 
You will be a key member of our team and play an important role in defining the Security and Compliance framework for a leading cloud company. In this role you will be required to demonstrate ability to analyse difficult problems, think out-of-box and provide pragmatic solutions and recommendations.   

ServiceNow current compliance initiatives are focused on, but not limited to Australia’s IRAP, Singapore MTCS, Japan’s ISMAP, and other global programs such as ISO 27001, ISO 27018, PCI, SSAE 18, and SOC 2. Security Compliance Junior Analyst will be involved in driving and measuring compliance for the cloud business systems, control areas, process, and product for company compliance initiatives.    
 
Responsibilities

• Perform activities to help measure and monitor compliance with company policies and procedures 
• Facilitate certifier requests and information gathering for audit activities and lead onsite audits
• Conduct activities to comply with the various Government Cyber Security requirements within the APJ
• Successfully drive security compliance testing activities across various teams within the organisation 
• Contribute by enhancing and maturing the existing common control framework 
• Liaise with Risk Management and conduct security risk assessment activities  
• Help our customers understand ServiceNow’s security and compliance control environment 
• Contribute towards enhancing the GRC tool and processes to meet compliance business needs 

The Team

As a key member of the Systems Administration team within Global Cloud Operations, you will be responsible for 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 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.

Responsibilities

• Contribute to Configuration Management and Infrastructure as Code for ServiceNow’s global private cloud.
• Develop tools in Python, bash, and JavaScript to replace manual work and improve customer maintenance experience.
• Drive enhancements and bugfixes for large scale automation projects such as patching, provisioning, and kickstart domains.
• Design and implement procedure to accomplish maintenances where automation and tooling cannot drive resolution of root causes with internal team members.
• Prepare new ServiceNow products and services for production readiness with design review, feedback to engineering teams, training, and testing.
• Use broad knowledge and experience of systems administration and networking principles to proactively prevent and address incidents while constantly improving documentation.
• Participate in escalations and Root Cause Analysis of issues in both Australia regulated markets  and global Commercial infrastructures.
• Troubleshoot database backup and restore failures as well as perform database migrations.
• Support operation of a wide variety of infrastructure services including Machine Learning and Prediction, Kafka and RabbitMQ messaging, database encryption, E-Mail infrastructure at scale, DNS, Puppet, Elasticsearch, F5 BigIP, and more.

ServiceNow is the fastest growing enterprise cloud software company in the world, and we believe it’s the great people we hire who will keep us there. We hire carefully, we hire the best, we celebrate our people. Come join our Sales A-team.

ServiceNow is currently seeking a highly driven Sales Development Representative to join our expanding Inside Sales team for ServiceNow's Cloud Observability solutions (Lightstep). This role will be responsible for strategically prospecting into new accounts, expanding usage within existing customer base, and ensuring these customers continue to get value from the solutions. The candidate will be an individual with a demonstrable track record in new business pipeline generation ideally over the telephone within an Enterprise capacity.  They will collaborate with their team of Sales Specialists, Solution Consultants, Renewal Sales and more to exceed quota and build the future of ServiceNow sales talent.

What you get to do in this role:

• Meet or exceed Monthly, Quarterly and Annual sales objectives.
• Manage sales opportunities and business relationships over the telephone with influential contacts within Small, Mid-Market, and Commercial  Accounts.
• Focus on understanding an organization’s business drivers, challenges, pain points and how ServiceNow solutions map to these.
• Strategically prospect within key verticals to develop new opportunities and pipeline
• Follow the Value Selling sales process to win new business, expand withing existing accounts and ensure contract renewals
• Collaborate with an extended team and coordinate resources necessary to further sales cycle such as Solution Consultants, Customer Service, Partners etc.
• Provide timely and accurate information to management such as forecasting, territory plans, strategic account plans etc.
• Working towards daily, monthly & quarterly KPI metrics such as new prospect meetings, pipeline generation, ACV bookings and Renewal Rates
• Mentor team members and work on collaborative projects to help bring value to the team
• Occasional travel for training and/or meetings may be required.

Who is the TDO?

The Technical Duty Officer team has a mission to support and protect all of ServiceNow’s public services. This role is unique in the tech industry and allows the TDOs access and engagement with teams across ServiceNow.

We leverage our broad technical experience to keep critical systems running through any event. TDOs execute fixes during Internet outages, hardware failures, configuration mishaps, and natural disasters.

We have a mandate to own these problems and see them through to resolution. Unlike traditional operations roles, we have the sole authority to make any necessary changes to fix issues and bring services back online.

The TDO is the last stop in escalation and always resolves the problem. Our organisation hires subject matter experts in CloudOps, Development, Systems Engineering, and Networking. We provide leadership to a strong Site Reliability Engineering (SRE) team. We attack problems from fine grained Linux kernel configurations to large scale capacity constraints.  The TDO provides solutions to ServiceNow’s planet-scale challenges.

What you get to do in this role

• Leverage your extensive system, network, and database skills to provide technical leadership for a team of on-site engineers who are responsible for the availability and performance of ServiceNow's cloud platform.
• Coordinate all recovery efforts and Lead as the crisis manager during all major outages to provide rapid relief and resolution to any issue that could be impacting the operational environment.
• Develop new solutions and build requirements for new procedures and automation and verify that these new services meet our needs before they are released to the production environment.
• Drive organisation-wide change (global) by participating in post-incident reviews, approving new architectural designs, and establishing strong relationships by working with many cross-functional teams.
• Make operations more effective by continually training and mentoring the team on all aspects of the operational environment. 

What you get to do in this role

• Build high-quality, clean, scalable and reusable code by enforcing best practices around software engineering architecture and processes (Code Reviews, Unit testing, etc.)
• Work with the product owners to understand detailed requirements and own your code from design, implementation, test automation and delivery of high-quality product to our users.
• Implement software that is simple to use to allow customers to extend and customize the functionality to meet their specific needs
• Contribute to the design and implementation of new products and features while also enhancing the existing product suite
• Be a mentor for colleagues and help promote knowledge-sharing

What you get to do in this role:

• Profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs., increasing efficiency, and implementing/upholding change management, etc.
• Responsible for People Management, including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.
• Participate in and provide oversight to Change Management as it relates to Customer and Technical Support.
• Own and bring to conclusion customer escalations by working with cross-teams in Support, Development, and Operations teams
• Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Represent the Platform, Product and ServiceNow effectively with internal and external customers.
• Manage major operations outages and communications to the customers.
• Participate in weekend and holiday on-call rotation as required.
• Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement. 
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.
• Manage to the company’s and department’s vision, goals, mission and values.

What you get to do in this role: 

Be a core part of a new team we are building in Sydney. The role of the Senior Technical Consultant – Impact  is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value. 

Read about Impact Accelerators & watch the videos below to learn more: 

• https://docs.servicenow.com/bundle/washingtondc-impact/page/product/impact/reference/technical-accelerators.html 
• https://www.servicenow.com/legal/servicenow-impact.html

As part of the global customer success organization, this role will help customers unlock business value and accelerate the adoption of the ServiceNow products they have purchased through delivering our technical accelerators. 

You will act as the ServiceNow subject matter expert and bring ServiceNow best practices, innovations, and capabilities to help customers achieve their goals. We have high expectations and a career at ServiceNow means challenging yourself to always be better. 

The ideal candidate is someone with significant experience in ServiceNow development and who wants to help our client base with their digital transformation capabilities. 

• Present and deliver one or more offerings from our portfolio of technical accelerators to complex, large enterprise customers remotely 
• Prepare all client-facing and internal deliverables that are technology-related 
• Identify and drive process improvement opportunities, guide best practices development, and mentor/guide junior team members 
• Guide development of new offerings for our technical accelerator portfolio 
• Engage with customers’ requests in Impact including scoping of the level of effort, fulfilling business requirements, and resolving customer escalations 
• Demonstrate the product, both standard and tailored to customer needs 
• Responsible for understanding business and technical problems addressed by the Customer Success Program evolving products and business needs (security, upgrades, etc.) 
• Develop and maintain strong working relationships with other teams 
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences 
• Mentor resources and peer review development work 

Responsibilities

• Manage, monitor and manipulate the server farm behind ServiceNow cloud
• Work directly on or with the servers to enable and optimize capacity utilization for the ServiceNow customer base
• Enhance processes and tools necessary to simplify and provide consistent project execution
• Provide proactive management and innovation to ensure 100% success of ServiceNow cloud automation

What you get to do in this role:   

• Manage and resolve challenging issues for ServiceNow partners and customers.
• Resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or answer technical questions about the ServiceNow software and platform.
• Gain an understanding of the ServiceNow platform and all core functionality.
• Analyze data with a view to isolate the potential cause of the issue.
• Involve others to accomplish personal and group goals.
• 
  

The Major Incident Manager is a key driver for managing the resolution of technical problems with serious consequences to ServiceNow or our customers. This responsibility includes collaborating and partnering with the entire organization to drive action and foster growth. As a member of the Global Technical Support team, the Major Incident Manager is both technically competent and business oriented. The Major Incident Manager must able to work outside of normal business hours (weekend shifts, holidays, & evenings) as needed. At all times the Major Incident Manager will ensure:

• Drive incidents to resolution and ensure accurate and timely customer and executive level communications.
• Ensure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordingly
• Ensure that incident management processes are followed and that incident post mortems are completed to capture process deviations and areas for improvements

What you get to do in this role

• The Performance Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on Performance and instance availability. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies. 
• The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills.  
The Performance Support Engineer must able to work outside of normal business hours (evening/weekend shifts, holidays) as needed.  

What you get to do in this role:   

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

What you get to do in this role:   

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.