Do you have a passion for ensuring the reliability and stability of a critical ServiceNow implementation? Are you a highly motivated and expert engineer with a deep understanding of the ServiceNow platform and a strong focus on production support? Join Apple's G&A Solutions Engineering team as a Service Reliability Engineer and play a vital role in supporting our global, mission-critical ServiceNow environment.
Description
You will be at the forefront of maintaining the health, stability, and performance of our ServiceNow instance, ensuring its smooth operation and availability for our users. You will collaborate with developers, administrators, and business stakeholders to proactively identify and resolve potential issues, automate repetitive tasks, and drive continuous improvement initiatives. Your expertise will directly impact the reliability and user experience of our ServiceNow platform, enabling Apple to deliver outstanding services to our employees.
Minimum Qualifications
6+ years of experience in a ServiceNow production support role, supporting large-scale, enterprise-level ServiceNow implementations
Strong proficiency in ServiceNow administration, development, and customization
Expert-level knowledge of ServiceNow modules such as Incident Management, Change Management, Problem Management, Service Catalog, Knowledge Management, or Configuration Management Database (CMDB)
Detailed functional understanding of IT Service management or HR service delivery (HRSD) or Customer service management (CSM)
Proficiency in ServiceNow scripting (e.g., JavaScript, GlideScript)
Bachelor's degree in Computer Science or work related experience
Preferred Qualifications
ServiceNow certifications (e.g., Certified System Administrator, Certified Application Developer)
Advanced ServiceNow certifications (eg., Certified Implementation Specialist, Certified Implementation Specialist - ITSM, Certified Implementation Specialist - HRSD ) option and added weightage
Experience with ServiceNow performance tuning and optimization
Experience with ServiceNow upgrades and migrations
Experience with ServiceNow reporting and analytics
Familiarity with cloud platforms (e.g., AWS, Azure, GCP)
Responsibilities
Provide day-to-day production support for our ServiceNow implementation, ensuring high availability and efficient performance
Proactively supervise the ServiceNow environment using built-in tools and custom scripts to identify and resolve potential issues before they impact users
Lead incident response efforts, driving rapid resolution and conducting detailed root cause analysis (RCA) for ServiceNow-related incidents
Develop and implement automation strategies to streamline operational tasks, improve ServiceNow stability, and reduce manual intervention, primarily through ServiceNow workflows and scripting
Plan and rollout ServiceNow patches, plugins as part of regular ServiceNow maintenance
Work closely with ServiceNow Support for any Product defects or bugs identified in the platform. Also, collaborate with ServiceNow’s security team for any vulnerabilities identified
Eeo Content
Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.
