Staff Network Operations Engineer - Layer 4-7 - Federal

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.

Please Note:  This position will include supporting our US Public Sector customers.

“This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening.  Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.

The Cloud Network Services (CNS) team at ServiceNow is responsible for ensuring reliable, high-performance application traffic delivery to every ServiceNow customer around the globe. We design and operate our own cloud networking solution, blending industry-standard technologies with the power of the ServiceNow platform to automate and scale host configurations from customer requirements. Our team continuously monitors, tests, and optimizes the platform to deliver new features and maintain top-tier performance. As we evolve, our focus has expanded to embrace hybrid cloud strategies through deep integrations and partnerships with leading cloud providers, including Google Cloud Platform (GCP), Amazon Web Services (AWS), and Microsoft Azure. 

What you get to do in this role:

• Operate and maintain ServiceNow’s global cloud network infrastructure, including backbone routing, top-of-rack (TOR) switching, VPN services, and application delivery controller (ADC) systems. 
• Troubleshoot and resolve network issues, including urgent operational events. 
• Participate in 24/7 on-call rotation, including weekends, as part of the Network Operations Engineering team. 
• Maintain software-defined, declarative infrastructure at scale using automation tools such as Ansible, GitLab. 
• Perform software upgrades, version control, and security patching across production systems. 
• Proactively analyze network metrics such as capacity, latency, and availability to detect and prevent outages. 
• Support network operations in private and hybrid multi-cloud environments (e.g., Azure, AWS, GCP). 
• Partner with the Site Reliability Engineering (SRE) team to improve operational processes and reliability. 
• Review, consult, and prepare for planned changes and releases to the production environment. 
• Create and maintain detailed documentation of infrastructure, automation, and standard operating procedures. 
• Provide feedback to infrastructure architects and contribute to design discussions for new initiatives. 
• Collaborate with peer teams building world-class networking and orchestration solutions. 
• Evaluate, adopt, and implement new open-source and commercial tools and technologies. 
• Contribute to processes and automation to build a low-touch, continuous deployment pipeline with near-zero downtime and high success rates. 
• Drive automation to enable rapid deployment and updates across large-scale environments. 

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
• 4+ years of experience in network operations, infrastructure engineering, or a similar role supporting large-scale distributed systems. 
• Strong hands-on experience with load balancers (e.g., F5, NGINX), routing/switching (e.g., Juniper, Cisco), and security devices (e.g., Palo Alto, Radware) in production environments. 
• Solid understanding of network protocols and services, including TCP/IP, BGP, DNS, TLS/mTLS, and VPNs. 
• Experience managing hybrid and public cloud environments (AWS, GCP, Azure) in an operational capacity. 
• Proficient in Linux systems administration and troubleshooting. 
• Familiarity with container technologies (e.g., Docker, Kubernetes) and service mesh architectures. 
• Experience with monitoring, observability, and alerting tools (e.g., Prometheus, Grafana, Splunk). 
• Ability to respond to incident resolution, including root cause analysis and post-mortems. 
• Proficiency in infrastructure-as-code and automation tools, such as Ansible, Terraform, GitLab CI/CD. 
• Scripting skills in Python, Bash, or similar languages for automation and tooling. 
• Experience with change management processes in high-availability production environments. 
• Excellent problem-solving skills and attention to detail, with a bias toward action and automation. 
• Effective communication and collaboration skills, including cross-functional team engagement. 
• Willingness to participate in a 24/7 on-call rotation, including weekends. 

GCS-23

For positions in this location, we offer a base pay of $125,300 - $213,100, 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, a 401(k) Plan with company match, 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.

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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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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