Staff Data Center Operations Analyst Lead

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.

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. 

Team:

The Data Center Operations team strives to build, support, and advance the growth of ServiceNow through world class data center design and operations while optimizing our efficiencies towards minimizing our ecological impact and sustaining our planet.

The team is part of the Global Cloud Services organization which supports the data center operations of the Unified Technology Group (UTG) and Success, Technology, Experience, and Platform (STEP) organizations.

Job Description:

ServiceNow’s Data Center Operations team is looking for a Staff Technical lead with the aim of driving and delivering critical strategic Data Center Operations workstreams.

This role reports directly to the Director of Data Center Operations Americas.

What you get to do in this role:

• Work with senior leaders to define strategies and devise programs for our DC operations
• Develop the overall prioritization, milestones, deliverables, and success criteria for large, complex cross organizational DC Operations programs, projects, or OKRs
• Identify, assess, prioritize, and mitigate risks to meet DC Operations program objectives
• Work closely with data center engineers, procurement specialists, and capacity planners to align on actionable goals, schedule, and milestones for specified DC programs
• Capture data to provide actionable insights and recommendations regarding DC Operations to senior leadership
• Simplify complex DC Operations issues into a concise actionable exec-level status
• Provide a proactive, strategic perspective on improvements to the DC Operations, or infrastructure processes
• Analyze industry trends and impact, and create reports to provide actionable insights and recommendations regarding DC Operations to senior leadership
• Host regular DC Operations status meetings & executive read-outs; deliver status updates to stakeholders and senior leadership
• Partner with GCS Leaders, Platform Architects, and Data Center Operations Managers to plan and prioritize DC Operations work
• Work with stakeholders to understand requirements and recommend solutions to DC Operations issues
• Optimize DC Operations processes or tools to improve delivery across teams, using ServiceNow resources such as Software Engineers
• Identify and manage cross-team collaboration and dependencies across a global DC Operations organization
• Remove impediments to delivery of the DC Operations initiatives through abilities to influence without authority
• Provide internal teams visibility into progress, status, timelines, risks and DC Operations achievements
• Provide data driven insights and information about ServiceNow data centers to external customers
• Working with the Business Operations teams, build a culture of collaboration and teamwork across organizational boundaries
• Educate and coach team members
• Shape culture to support personal development

To be successful in this role you have:

• 10+ years of related experience in project/program management
• Professional program management qualification
• Able to build solid, trusting relationships with executives, development teams, product management, stakeholders, and cross-functional development groups
• Proven ability to lead through influence
• Successful experience communicating with executive level leaders
• Solid critical thinking and problem-solving skills
• Excellent organizational skills to coordinate complicated efforts and environments
• High emotional intelligence to effectively manage a diverse team working in different environments and time zones
• Exceptional team building and team management skills, including interpersonal skills, conflict resolution, and negotiation
• Demonstrated competence in key program management best practices such as: program planning, schedule construction and management, risk assessment and mitigation, and change management
• Encourage, support, and guide continuous improvement of the team, its products, and processes
• An orientation for execution with a solid process and metrics focus
• Clearly communicate changes/requests to the team and status/compromises to stakeholders
• Ability to provide data driven status and results while communicating to executives and development teams
• Experience working in a fast pace, results driven environment
• Knowledge of the ServiceNow platform a plus
• Solid working knowledge of MS Excel, MS PowerPoint, MS Visio and similar applications

GCS-23

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $137,500 - $240,500, 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. Learn more here.

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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