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About the Role
Our SWAT (Software Action Team) ensures the production stability of our customer application(s) and infrastructure services from an operations perspective. Our engineers are responsible for production stability and act as the last level of support for our customers. The ideal candidate has a strong background in database technologies, performance analysis, and troubleshooting skills, with a passion for complex systems.
Responsibilities
- Become an SME in production database troubleshooting, ServiceNow instance performance issues and Linux performance analysis on prem and on Hyperscaler
- Own complex incident RCA across multi-tenant PostgreSQL/MariaDB fleets at scale
- Develop observability and automation to prevent recurrence of critical issues
- Influence infrastructure decisions that shape our multi-tenant cloud platform
- Mentor and collaborate with engineers across operations, support, and development
- Support the infrastructure by learning the platform from end to end
- Develop and deploy mission critical software
Requirements
- 5+ years of database management and performance tuning
- 5+ years of experience supporting or testing large scale web-based distributed applications on containers such as Apache/Tomcat, JBoss, Web Logic, and Web Sphere in a Unix environment
- 3+ years of experience developing on a SaaS, PaaS, or Cloud Infrastructure product/solution
- Proven experience with concurrency, multithreading, and distributed system architectures
- Unix skills: including development, navigation, file manipulation, permissions, searching/finding files and text contents, and administrative actions
- Strong problem-solving and analytical skills with an aptitude for learning new technologies
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
- 6+ years of experience on multiple relational databases (especially on Postgres database)
- Database experience should include but not be limited to MVCC, transaction management, vacuum mechanics, database and query performance tuning, buffer management, WAL architecture, backup/restore etc.
- Eagerness to learn everything about the ServiceNow Platform
- Must be eligible to obtain and maintain Government of Canada Reliability Status, which generally requires Canadian citizenship or Canadian permanent resident status.
- Must successfully complete a Government of Canada Reliability Status screening, which requires 5 years of verifiable background history including identity verification, education verification, a criminal record check, and a credit check.
Skills
- Performance and stress testing tools and approaches for driving realistic customer simulations
- Scripting: basic shell scripting, Python, Javascript, Ansible
- Formal experience on a DevOps (Kubernetes and CICD pipeline) or Performance or support team supporting a Web-Based application is desired
- Demonstrated experience leading individual projects, including scheduling and reporting
- Formal experience on a DevOps or Performance or support team is desired
Location
- AMS - North America and Canada
Work Type
- Flexible or Remote
Experience Level
- 5+ years of database management and performance tuning
- 5+ years of experience supporting or testing large scale web-based distributed applications
- 3+ years of experience developing on a SaaS, PaaS, or Cloud Infrastructure product/solution
- 6+ years of experience on multiple relational databases
Education Level
- Bachelor's degree in Computer Science or Information Systems or equivalent technical discipline, or similar work experience.
Salary/Compensations
- CAD 109,400-191,500
Benefits
- Equity (when applicable)
- Variable/incentive compensation
- Health plans
- RRSP Plan with company match
- ESPP
- Matching donations
- Family and medical leave programs
- Annual vacation: 20 days per year
About the Company
- 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.
Equal Opportunity
- 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.