Staff Site Reliability Engineer, Canada Protected B

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Role Overview:

As a Staff Site Reliability Engineer supporting our Canada Protected B regulated cloud environment, you will provide senior technical leadership for the reliability, availability, scalability, security, and performance of critical cloud infrastructure and services.

In addition to personally solving complex production problems, you will provide technical leadership across systems, services, and engineering teams. You will take ownership of ambiguous, multi-system reliability problems, influence technical architecture and operational standards, lead significant engineering and automation initiatives, and help other engineers solve difficult problems.

The Staff Site Reliability Engineer is an individual-contributor technical leadership role. Success is measured not only by the problems you personally solve, but by your ability to improve the reliability and operability of the broader environment, influence technical direction, reduce systemic operational risk, and increase the effectiveness of other engineers and partner teams.

Canada Protected B Eligibility:

This role supports a Canadian regulated cloud environment and requires the employee to perform their duties while physically located in Canada.

Candidates must meet applicable Government of Canada personnel security screening requirements, including the ability to obtain and maintain the personnel security status required for the role. Access to Protected B information, assets, or systems requires Reliability Status.

Work Schedule:

This position is part of a 24x5 Site Reliability Engineering operation supporting the Canada Protected B regulated environment. Engineers will be assigned to a fixed day, swing, or overnight shift designed to provide continuous operational coverage Monday through Friday.

Each shift includes eight hours of scheduled work and a one-hour unpaid meal period. Adjacent shifts overlap by one hour to enable structured warm handovers, continuity of active incident response, and transfer of operational context.

• Day Shift: 7:00 AM - 4:00 PM ET
• Swing Shift: 3:00 PM - 12:00 AM ET
• Overnight Shift: 11:00 PM - 8:00 AM ET

Shift assignments and schedules may be adjusted based on operational coverage requirements. Meal periods will be scheduled outside the warm-handover window and coordinated to maintain operational coverage.

What you get to do in this role:

• Provide technical leadership during complex, high-impact production incidents spanning multiple services, systems, or technology domains.
• Lead technical Root Cause Analysis (RCA) for significant or complex incidents and drive systemic corrective and preventative actions across services and teams.
• Identify recurring and systemic reliability risks and lead engineering initiatives that address their underlying technical causes.
• Lead cross-functional reliability initiatives involving SRE, application engineering, infrastructure, networking, database, cloud, and security teams.
• Influence technical architecture and engineering approaches for reliability, scalability, automation, observability, operational readiness, and production supportability.
• Design and lead automation initiatives that eliminate significant sources of operational toil and create scalable, reusable solutions across services or environments.
• Develop and guide operational tooling and automation using Bash, Python, and/or JavaScript, including reusable tools and frameworks that improve the effectiveness of other engineers.
• Provide deep technical leadership across Linux, Google Cloud Platform, Kubernetes, networking, databases, configuration management, and distributed production systems.
• Design and improve infrastructure and configuration automation using Ansible and Puppet, scripting, APIs, and related infrastructure-management technologies.
• Lead the operation, troubleshooting, and reliability improvement of Kubernetes and containerized production environments.
• Lead complex database troubleshooting, performance, and reliability improvements, particularly for PostgreSQL environments; MariaDB/MySQL experience is also applicable.
• Establish and promote effective Git-based engineering practices for infrastructure, configuration, and automation code.
• Diagnose complex network and distributed-system issues involving TCP/IP, DNS, IP addressing, routing, load balancing, connectivity, and network security technologies.
• Drive improvements to monitoring, observability, service health, and operational readiness across multiple systems and services.
• Evaluate proposed technical designs for reliability, scalability, failure modes, and operational risks and influence engineering decisions before systems reach production.
• Establish, improve, and promote SRE engineering practices and operational standards across teams.
• Mentor engineers through technical problem solving, incident response, design reviews, automation, troubleshooting, and reliability engineering practices.
• Communicate complex technical issues, engineering decisions, systemic risks, and recommendations clearly to engineering teams, stakeholders, and leadership.

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 Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or a related technical field; or 6 years and a Master's degree; or a PhD with 3 years experience; or equivalent/relevant engineering work experience, with demonstrated ability to independently own and resolve complex production and reliability problems.
• Extensive experience administering, troubleshooting, and engineering Linux-based production environments at scale.
• Advanced scripting and automation experience using Bash, Python, and/or JavaScript, including designing reusable automation and engineering solutions leveraged by other engineers or teams.
• Significant experience engineering and operating cloud infrastructure, with Google Cloud Platform (GCP) preferred.
• Strong hands-on experience designing and implementing infrastructure and configuration management automation using Ansible and Puppet.
• Strong experience operating, troubleshooting, designing, and improving Kubernetes and containerized production environments.
• Strong command of Git-based engineering workflows, including source-controlled infrastructure, configuration, and automation.
• Deep database administration, performance, and troubleshooting experience, preferably with PostgreSQL; MariaDB/MySQL expertise is also applicable.
• Advanced networking knowledge, including TCP/IP, DNS, IP addressing, routing, load balancing, connectivity troubleshooting, and network security concepts.
• Significant experience leading major incident management and Root Cause Analysis, including driving systemic corrective actions and preventative engineering work.
• Deep experience with monitoring and observability across applications, services, infrastructure, databases, and networks.
• Demonstrated ability to lead complex technical initiatives spanning multiple systems, technology domains, or engineering teams.
• Demonstrated ability to solve ambiguous, cross-domain technical problems where the solution is not already defined.
• Demonstrated ability to influence technical architecture, engineering practices, reliability standards, and operational design beyond an individual service or system.
• Experience mentoring engineers and raising the technical effectiveness of the broader engineering organization.
• Excellent written and verbal communication skills, including the ability to clearly communicate complex technical decisions, tradeoffs, and risks to engineering teams and leadership.

This posting is for a new vacancy.

For positions in this location, we offer a base pay of $125,450 - $175,450, 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, 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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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