Job Description

Employment Type: Full-time Location Type: Remote Salary: Not specified

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.

Position Overview

This position is for a Software Action Team (SWAT) engineer responsible for ensuring the production reliability and scalability of customer applications and infrastructure services from an operations perspective. The role involves supporting US Federal customers and requires passing a ServiceNow background screening, including USFedPASS (US Federal Personnel Authorization Screening Standards), a credit check, criminal/misdemeanor check, and a drug test. Due to Federal requirements, only US citizens, US naturalized citizens, or US Permanent Residents holding a green card will be considered.

Responsibilities

• Restoring database/application services.
• Guiding SRE and CS operations on database-related issues.
• Collaborating with development teams on database defects and migrations.
• Strategizing the scaling of the ServiceNow platform.
• Becoming a Subject Matter Expert (SME) in production triage.
• Gaining broad knowledge across ServiceNow's applications, JDBC, and Java codebase relevant to database query generation.
• Working with all groups within ServiceNow, especially Engineering/Operations.
• Identifying bugs and solving challenging database performance issues quickly.
• Developing automation tools to facilitate and improve day-to-day operations using tools like Ansible and scripting languages such as Python/Ruby.
• Learning the Java-based platform from end to end to support the database infrastructure.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 4+ years of experience supporting production databases with Performance Tuning, Query Optimization, and analyzing query execution plans for Postgres/MySQL/MariaDB.
• 4+ years of experience with performance and stress testing tools and approaches for driving realistic customer simulations in large datasets for Postgres/MySQL/MariaDB environments.
• In-depth knowledge of running profile and tracing tools in the Database and Linux layer (e.g., perf, gprof, valgrind, strace, flamegraph).
• 4+ years of experience supporting or testing large-scale web-based distributed applications such as Apache/Tomcat, and WebSphere in a Linux environment.
• 4+ years of experience supporting applications on a SaaS, PaaS Cloud Infrastructure product/solution.
• Proven experience with concurrency, multithreading, and distributed system architectures.
• Exposure to the Linux platform at the sysadmin level.
• Strong background in database technologies.
• Strong skills in performance analysis of databases and RHEL.
• Strong troubleshooting skills.
• Passion for chasing issues of complex systems running under dynamic, real-world loads.

Application Instructions

• Passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards), which includes a credit check, criminal/misdemeanor check, and a drug test, is required for employment.
• Only US citizens, US naturalized citizens, or US Permanent Residents holding a green card are eligible due to Federal requirements.