Data Center Operations Analyst

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.
Job Description
Data Center Operations Team manages the planning, hardware installation and configuration, optimization, operations, and ongoing maintenance of the computer/data center. Oversees systems performance, the monitoring of equipment and the management of vendor relationships. Responsible for capacity planning and continual assessments for process improvement to ensure that processes are well-documented, sustainable, and scalable. Monitors ongoing practices to ensure consistency with policies, compliance regulations and control requirements. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Roles can have an internal or external client focus. May involve company-hosted, Web-enabled solutions or may include project-based jobs in conjunction with Professional Services and outsourcing functions.
What you get to do in this role:

• D ay-to-day operations of data centre ensuring the smooth functioning of critical infrastructure
• Installation of pre-integrated racks, individual servers and network appliances including stacking, patching, cable management equipment labelling
• Monitor system performance and capacity, safeguarding uptime, and reliability of all data center operations
• Queue management prioritising trouble tickets
• Meet and track all operational KPIs and metrics
• Capacity deployment and space utilisation
• Material procurement
• Maintaining asset inventory and facility stock
• Vendor management
• Strategic global projects
• Inspire and contribute to the improvement in team process, technology innovation and automation.
• Creating documentation promoting data center operations standards and best practices
• Be passionate about the quality and quantity of services being provided and continuously strive to improve our Customer Experience.

Key Responsibilities:

• Available for 24/7 support as needed. All interested candidates must be willing to work during off-hours for scheduled maintenance, emergencies, and on-call situations.
• Troubleshooting of facility and rack-level events within internal Service-Level Agreements (SLAs)
• Hands-on experience in hardware break-fix with servers and network appliances.
• Perform root cause analysis of equipment failures
• Installing and troubleshooting patch connectivity over structured cabling
• Ensure all safety procedures are adhered to while performing work
• Fully comply with all physical security procedures and policies.
• Perform regular audits as required.
• Extensive experience in installing, monitoring, and maintaining data center IT equipment.
• Experience in managing vendors in a data centre environment.
• Coordinating with the onsite delivery and shipping of all equipment

Qualifications
To be successful in this role you have:

• 2+ years of experience in data center operations management
• Experience of managing the planning, hardware installation and configuration, optimisation, operations, and ongoing maintenance of the computer/data center
• Holistic experience of overseeing systems performance, the monitoring of equipment and the management of vendor relationships
• Experience of capacity planning and continual assessments for DC
• Good knowledge of data center facilities and infrastructure including power, HVAC, structured cabling, rack management and security
• Experience managing vendors in a data center environment
• Strong analytical skills with the ability to multi-task several unrelated issues
• General documentation skills with particular emphasis on technical processes and standards
• Knowledge and experience in ITIL process methodologies a plus
• Proven ability to function in ambiguous situations with a record of success
• Excellent communication, customer focus, problem solving, conflict management, time management and interpersonal skills required
• A deep passion for Sustainability and compliance to support our customers global impact responsibilities
• Some travel would be required domestically and internationally

Preferred Qualifications

• Experience with data center build outs
• Taking ownership of all the ongoing responsibilities in the Data Centre.
• Excellent General documentation skills with particular emphasis on technical processes and standards.
• Proven ability to work with cross-functional teams in highly technical, multi-disciplined projects.
• Technical understanding of data centre facilities and infrastructure including power, HVAC, circuits, structured cabling, rack management and security is a plus
• Knowledge and experience in ITIL process methodologies, CCNA, CompTIA Hardware is a plus.
• Experience with CISCO, Juniper, Dell, and other commodity networking and storage devices
• Experience with multi-mode, single-mode, and copper cabling

Additional Information
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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