Summary
Do you have a passion for ensuring the reliability and stability of a critical ServiceNow implementation Are you a highly motivated and expert engineer with a deep understanding of the ServiceNow platform and a solid focus on production support Join Apple's G&A Solutions Engineering team as a Service Reliability Engineer and play a vital role in supporting our global, critically meaningful ServiceNow environment.

Description
As a Service Reliability Engineer, you will be at the forefront of maintaining the health, stability, and performance of our ServiceNow instance, ensuring its smooth operation and availability for our users. You will collaborate with ServiceNow developers, administrators, and business collaborators to proactively settle and resolve potential issues, automate repetitive tasks, and drive continuous improvement initiatives. Your expertise will directly impact the reliability and user experience of our ServiceNow platform, enabling Apple to deliver outstanding services to our employees.

Responsibilities

Provide day-to-day production support for our ServiceNow implementation, ensuring high availability and optimal performance.
Proactively monitor the ServiceNow environment using built-in tools and custom scripts to identify and resolve potential issues before they impact users.
Lead incident response efforts, driving rapid resolution and conducting thorough root cause analysis (RCA) for ServiceNow-related incidents.
Develop and implement automation strategies to streamline operational tasks, improve ServiceNow stability, and reduce manual intervention, primarily through ServiceNow workflows and scripting.
Collaborate with other developers and administrators to ensure that new features and updates are implemented in a way that minimizes risk and enhances stability.
Plan and rollout ServiceNow patches, plugins as part of regular ServiceNow maintenance.
Work closely with ServiceNow Support for any Product defects or bugs identified in the platform.
Also, collaborate with ServiceNow's security team for any vulnerabilities identified.
Contribute to the creation and maintenance of comprehensive documentation, including runbooks, fix guides, and knowledge base articles, all focused on ServiceNow support.
Participate in on-call rotations, providing 24/7 support for the ServiceNow platform and responding to incidents with a sense of urgency.
Find opportunities for process improvement and drive initiatives to improve the efficiency and effectiveness of the ServiceNow support team.
Champion the culture of continuous learning and sharing within the team, particularly regarding ServiceNow guidelines and troubleshooting techniques.
Develop and maintain ServiceNow integrations with other monitoring and automation tools.
Specifically, provide expert-level support for the following ServiceNow modules: Incident Management, Organisational Change, Problem Management, Service Catalog, Knowledge Management, and Configuration Management Database (CMDB).

Minimum Qualifications

6+ years of experience in a ServiceNow production support role, supporting large-scale, enterprise-level ServiceNow implementations.
Bachelor's degree in Computer Science or a related field, or equivalent experience.
Strong proficiency in ServiceNow administration, development, and customization.
Expert-level knowledge of ServiceNow modules such as Incident Management, Change Management, Problem Management, Service Catalog, Knowledge Management, and Configuration Management Database (CMDB).
Thorough functional understanding of IT Service management or HR service delivery (HRSD) or Customer service management (CSM)
Proficiency in ServiceNow scripting (e.g., JavaScript, GlideScript).
Solid understanding of ITIL frameworks and incident management processes.
Experience with integrating ServiceNow with other enterprise systems.
Excellent technical and analytical skills.
Ability to communicate technical concepts optimally to both technical and non-technical audiences.
A collaborative player with outstanding communication and interpersonal skills.
A passion for automation and a desire to continuously improve processes.
Experience in RCA of technical issues.

Preferred Qualifications

ServiceNow certifications (e.g., Certified System Administrator, Certified Application Developer)
Advanced ServiceNow certifications (eg., Certified Implementation Specialist, Certified Implementation Specialist - ITSM, Certified Implementation Specialist - HRSD ) option and added weightage.
Performance tuning and optimization.
Upgrades and migrations.
Reporting and analytics.
Familiarity with cloud platforms (e.g., AWS, Azure, GCP).
Experience with monitoring tools (e.g., Splunk, Datadog).
Experience with configuration management tools (e.g., Ansible, Chef, Puppet).

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Role Number: 200633297-1052

Service Reliability Engineer - Service Now