Site Reliability Engineer (SRE), ServiceNow, Application Infrastructure

Job Description

Level 4

Overview

The Application Infrastructure (AI) department is seeking a Site Reliability Engineer (SRE) to help drive the reliability engineering, operations and customer support services for ServiceNow SaaS implementation. Reporting to a Site Reliability Engineering & Operations Lead. This role requires delivering a range of SRE practices within a global community of other SREs. This means teaming up with colleagues to deliver reliable, resilient systems without wasteful operational effort. SRE practices include task optimization and automation, prioritizing technical debt, observability and monitoring dashboards, capacity management, incident response, and problem elimination.

Position Specialization

This position specializes in ServiceNow Software as a Service which provides a suite of IT service management capabilities and is integrated with many products such as chatbot technology, on‑call escalation incident management, and a range of other on‑premises infrastructure (including SQL databases, APIs, and web infrastructure). Despite the focus on value‑add development and process delivery, this is also a production‑side, operational role requiring participation in an on‑call rotation from time to time.

We’re Looking For

Successful candidates for SRE roles in Application Infrastructure have so far come from a variety of backgrounds; maybe a developer today looking to evolve site reliability as a practice, or an infrastructure specialist with an interest in reliability and resilience principles, or a strong system admin who enjoys troubleshooting along with some task automation experience. Prior experience in the financial services industry is not required, and we welcome candidates from all industries and backgrounds to apply.

Responsibilities

• Delivery of improvements that will maximize the availability and performance of supported systems through optimized and automated operational tasks, collaborating on the development of operational tools, ongoing problem management, and architecture reviews with colleagues.
• Troubleshooting ServiceNow issues, and also some on‑premise capabilities in a Linux environment from time to time, collaborating with others to get to the bottom of issues, and agreeing on lasting improvements that can be made.
• Exploring and delivering observability including metrics, logging, tracing and alerting that can define and measure the target reliability of a product.
• Being dependable and responsive during agreed hours, like when part of the on‑call rotation with the rest of the global team (with a time‑off in lieu system).
• A commitment to understanding the Firm’s ServiceNow instances and related dependencies, contributing to their documentation.
• Identification and prioritization of technical debt that can impact client satisfaction or operational efficiency.
• Give feedback on policy and procedures related to the delivery of SRE and operational practices with a view to continually making the Firm safer and more efficient.

Skills Required

• The ideal candidate would have at least one of: Software development skills in one or more programming language, e.g. Python, ServiceNow administration or development experience.
• 7+ years of experience.
• Proficient oral and written communication skills.
• Establishing warm, effective relationships with colleagues to collaborate on successful delivery.
• A dependable team worker with demonstrated commitment to client service.
• Ability to respond appropriately during occasional technical emergencies, like outages.
• Open to work in on‑call rotation.

Desired Skills

• ServiceNow administration or development experience, although this can be acquired by the successful candidate via on the job and via training.