📍 Job Overview

• Job Title: Sr Production Service Engineer - Cloud Operations - Federal
• Company: ServiceNow
• Location: Orlando, Florida, United States
• Job Type: Full-time, Hybrid (Flexible)
• Category: DevOps, Cloud Infrastructure, Federal Role
• Date Posted: 2025-06-18
• Experience Level: 5-10 years
• Remote Status: On-site with Flexible work arrangement (2 days per week in the office)

🚀 Role Summary

• Key Responsibilities: Maintain and support the reliability, scalability, and performance of ServiceNow's cloud infrastructure and instance automations.
• Key Technologies: Cloud infrastructure, Linux systems, networking, software development, databases, and container orchestration platforms.
• Key Skills: Troubleshooting, analysis, problem-solving, metric-driven mindset, and customer engagement.

📝 Enhancement Note: This role requires a strong technical background in cloud operations and a customer-focused mindset to drive resolutions and efficiency for federal customers.

💻 Primary Responsibilities

• Investigate and Resolve Issues: Diagnose and resolve complex issues within the cloud infrastructure and application stack.
• Proactive Problem Prevention: Leverage software development, systems engineering, and networking expertise to prevent repeatable issues.
• Improve System Design: Collaborate with partner teams to enhance the reliability and performance of the cloud infrastructure.
• Drive Automation: Foster a culture of intolerance to manual activity, resulting in highly automated environments delivering scalable solutions.

📝 Enhancement Note: This role requires weekend shifts, on-call duties, and a willingness to work 4 x 10 or 5 x 8 schedules, including weekends.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience).

Experience: 5+ years in enterprise technical systems support, operations, and development.

Required Skills:

• Linux systems experience
• Proficiency in JavaScript, Python, Java, and Bash
• Strong knowledge of networking services and protocols
• Experience with one or more databases (Postgres, MySQL, Maria DB, Oracle)
• Web application and API development experience
• Splunk experience for analysis and reporting
• Agile methodologies and software development lifecycle experience
• Familiarity with cloud technologies (AWS, Azure, GCP, or OpenStack)

Preferred Skills:

• Experience with container and container orchestration platforms (Docker, Kubernetes)
• ServiceNow platform development experience

Soft Skills:

• Self-motivated with a customer support mindset
• Team-first attitude and uncompromising attention to detail
• Good collaboration and communication skills

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate experience in cloud infrastructure, system design, and troubleshooting.
• Showcase problem-solving skills and customer engagement through case studies or testimonials.
• Highlight automation projects and initiatives that improved system reliability and performance.

Technical Documentation:

• Provide examples of well-documented code, system designs, and troubleshooting processes.
• Include performance metrics, optimization techniques, and testing methodologies.

📝 Enhancement Note: As this is a federal role, expect enhanced security and compliance requirements in your portfolio and project documentation.

💵 Compensation & Benefits

Salary Range: $120,000 - $160,000 per year (based on market research for Orlando, Florida, and the role's experience level)

Benefits:

• Competitive benefits package, including health, dental, and vision insurance
• 401(k) matching and employee stock purchase plan
• Generous time off and flexible work arrangements
• Employee development and training opportunities

Working Hours: 40 hours per week, with a flexible work arrangement requiring 2 days per week in the office and weekend shifts.

📝 Enhancement Note: The salary range provided is an estimate based on market research for the Orlando, Florida, area and the role's experience level. Actual compensation may vary based on factors such as skills, qualifications, and business needs.

🎯 Team & Company Context

Company Culture: ServiceNow is a global market leader in cloud-based platforms that empower organizations to find smarter, faster, and better ways to work. With a strong focus on innovation, customer success, and employee development, ServiceNow fosters a dynamic and inclusive work environment.

Team Structure:

• The PSE team is a highly technical group of engineers responsible for maintaining and supporting the reliability, scalability, and performance of ServiceNow's cloud infrastructure and instance automations.
• The team collaborates with various partner teams, such as software development, systems engineering, and networking, to improve system design and drive operational excellence.

Development Methodology:

• ServiceNow follows Agile methodologies and a software development lifecycle focused on continuous improvement and customer value.
• The company emphasizes automation, data-driven decision-making, and a culture of innovation to drive operational excellence.

Company Website: https://www.servicenow.com/

📝 Enhancement Note: ServiceNow's commitment to innovation, customer success, and employee development makes it an attractive choice for professionals seeking to grow their careers in cloud operations and federal roles.

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the senior level, focusing on driving technical resolutions, improving system design, and enhancing the reliability and performance of cloud infrastructure.

Reporting Structure: The Sr Production Service Engineer reports to the Manager, Production Service Engineering and collaborates with various partner teams, such as software development, systems engineering, and networking.

Technical Impact: This role has a significant impact on ServiceNow's cloud infrastructure, instance automations, and overall system reliability and performance. The Sr Production Service Engineer drives operational excellence, reduces mean time to resolution (MTTR), and enhances the customer experience for federal customers.

Growth Opportunities:

• Technical Growth: Expand expertise in cloud infrastructure, system design, and emerging technologies such as AI and machine learning.
• Leadership Development: Gain experience in driving team initiatives, mentoring junior team members, and influencing technical decisions.
• Career Progression: Advance to roles such as Principal Production Service Engineer, Technical Lead, or Manager within the Production Service Engineering team or other technical teams within ServiceNow.

📝 Enhancement Note: ServiceNow's commitment to employee development and growth opportunities makes it an ideal choice for professionals seeking to advance their careers in cloud operations and federal roles.

🌐 Work Environment

Office Type: ServiceNow's Orlando office is a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): 12900 Science Drive Suite 100, Orlando, Florida, United States

Workspace Context:

• Collaborative Environment: The office features open workspaces, meeting rooms, and breakout areas designed to encourage collaboration and communication among team members.
• State-of-the-Art Technology: ServiceNow provides employees with access to the latest tools, multiple monitors, and testing devices to ensure optimal productivity and performance.
• Cross-Functional Collaboration: The office facilitates interaction with various teams, such as software development, systems engineering, and networking, to drive operational excellence and customer success.

Work Schedule: This role follows a flexible work arrangement, requiring 2 days per week in the office and weekend shifts. The work schedule may vary depending on on-call duties and project deadlines.

📝 Enhancement Note: ServiceNow's commitment to providing a modern, collaborative work environment and flexible work arrangements makes it an attractive choice for professionals seeking to balance work-life integration and career growth.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief call to discuss the role, experience, and qualifications (30-45 minutes).
2. Technical Deep Dive: A comprehensive review of cloud infrastructure, system design, and troubleshooting skills (60-90 minutes).
3. Behavioral and Cultural Fit: An assessment of problem-solving skills, customer engagement, and cultural fit (60-90 minutes).
4. Final Review: A review of the candidate's qualifications, experience, and fit for the role with senior leadership (30-45 minutes).

Portfolio Review Tips:

• Highlight cloud infrastructure, system design, and troubleshooting projects that demonstrate problem-solving skills and customer engagement.
• Include examples of automation initiatives and performance optimization techniques.
• Showcase experience working with federal customers and understanding of federal compliance requirements.

Technical Challenge Preparation:

• Brush up on cloud infrastructure, system design, and troubleshooting skills.
• Review networking services and protocols, as well as database management.
• Familiarize yourself with ServiceNow's products and services, as well as its commitment to federal customers.

ATS Keywords: Cloud Operations, Linux Systems, JavaScript, Python, Java, Bash, Networking, Databases, Web Application Development, API Development, Troubleshooting, Agile Methodologies, Cloud Technologies, Customer Engagement, Automation, Container Orchestration, Federal Role, On-site, Hybrid, Flexible Work Arrangement, Weekend Shifts, On-Call Duties.

📝 Enhancement Note: ServiceNow's interview process is designed to assess the candidate's technical skills, problem-solving abilities, and cultural fit. Expect a comprehensive review of cloud infrastructure, system design, and troubleshooting skills, as well as an evaluation of the candidate's experience working with federal customers and understanding of federal compliance requirements.

🛠 Technology Stack & Web Infrastructure

Cloud Infrastructure: AWS, Azure, GCP, or OpenStack

Linux Systems: CentOS, Ubuntu, Debian

Programming Languages: JavaScript, Python, Java, Bash

Databases: Postgres, MySQL, Maria DB, Oracle

Containerization & Orchestration: Docker, Kubernetes

Monitoring & Logging: Splunk, ELK Stack, Prometheus, Grafana

CI/CD & Automation: Jenkins, GitLab CI/CD, Ansible, Puppet

Networking Services & Protocols: Routing, Load Balancing, DNS, SNMP, HTTPS, TCP/IP

Web Application & API Development: Node.js, Express, Flask, Spring Boot, RESTful APIs

Version Control: Git, SVN

📝 Enhancement Note: ServiceNow's technology stack is designed to support the reliability, scalability, and performance of its cloud infrastructure and instance automations. The company leverages a combination of open-source and proprietary tools to drive operational excellence and customer success.

👥 Team Culture & Values

Web Development Values:

• Customer Obsessed: Focus on understanding and addressing customer needs to drive operational excellence and customer success.
• Innovation: Embrace a culture of continuous learning and improvement to drive technological advancements and operational efficiency.
• Integrity: Uphold the highest ethical standards and maintain transparency in all interactions with customers, partners, and team members.
• Collaboration: Foster a culture of teamwork and cross-functional collaboration to drive operational excellence and customer success.

Collaboration Style:

• Cross-Functional Teams: ServiceNow encourages collaboration across various teams, such as software development, systems engineering, and networking, to drive operational excellence and customer success.
• Code Reviews and Pair Programming: The company emphasizes code reviews and pair programming to ensure code quality, knowledge sharing, and continuous learning.
• Knowledge Sharing: ServiceNow fosters a culture of knowledge sharing, mentoring, and technical skill development to drive employee growth and career progression.

📝 Enhancement Note: ServiceNow's commitment to customer obsession, innovation, integrity, and collaboration makes it an attractive choice for professionals seeking to grow their careers in cloud operations and federal roles.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Cloud Infrastructure Complexity: Manage and maintain the reliability, scalability, and performance of complex cloud infrastructure and instance automations.
• Emerging Technologies: Stay current with rapidly evolving cloud technologies, AI, and machine learning to drive operational excellence and customer success.
• Federal Compliance: Understand and comply with federal regulations and security requirements to support federal customers effectively.
• Customer Expectations: Meet and exceed customer expectations for responsiveness, resolution time, and overall customer experience.

Learning & Development Opportunities:

• Technical Skill Development: Expand expertise in cloud infrastructure, system design, emerging technologies, and federal compliance requirements.
• Leadership Development: Gain experience in driving team initiatives, mentoring junior team members, and influencing technical decisions.
• Career Progression: Advance to roles such as Principal Production Service Engineer, Technical Lead, or Manager within the Production Service Engineering team or other technical teams within ServiceNow.

📝 Enhancement Note: ServiceNow's commitment to driving operational excellence, embracing emerging technologies, and supporting federal customers makes it an ideal choice for professionals seeking to advance their careers in cloud operations and federal roles.

💡 Interview Preparation

Technical Questions:

• Cloud Infrastructure: Describe your experience with cloud infrastructure, system design, and troubleshooting. Provide examples of complex issues you've resolved and the steps you took to prevent repeatable problems.
• Networking Services: Explain your understanding of networking services and protocols, such as routing, load balancing, DNS, SNMP, HTTPS, and TCP/IP. Describe how you've leveraged these services to improve system reliability and performance.
• Database Management: Discuss your experience with databases such as Postgres, MySQL, Maria DB, or Oracle. Explain how you've optimized database performance and ensured data integrity.
• Customer Engagement: Describe your experience working with federal customers and understanding federal compliance requirements. Provide examples of how you've driven customer success and operational excellence.

Company & Culture Questions:

• ServiceNow Culture: Explain what you understand about ServiceNow's culture and values, such as customer obsession, innovation, integrity, and collaboration. Describe how you've demonstrated these values in your previous roles.
• Agile Methodologies: Discuss your experience with Agile methodologies and the software development lifecycle. Explain how you've leveraged these methodologies to drive operational excellence and customer success.
• Customer Experience: Describe your approach to understanding and addressing customer needs. Provide examples of how you've driven customer satisfaction and operational excellence in your previous roles.

Portfolio Presentation Strategy:

• Cloud Infrastructure Projects: Highlight cloud infrastructure, system design, and troubleshooting projects that demonstrate your problem-solving skills and customer engagement.
• Automation Initiatives: Showcase examples of automation projects that improved system reliability, performance, and customer experience.
• Federal Compliance Projects: Include projects that demonstrate your understanding of federal regulations and security requirements, as well as your ability to support federal customers effectively.

📝 Enhancement Note: ServiceNow's interview process is designed to assess the candidate's technical skills, problem-solving abilities, and cultural fit. Expect a comprehensive review of cloud infrastructure, system design, and troubleshooting skills, as well as an evaluation of the candidate's experience working with federal customers and understanding of federal compliance requirements.

📌 Application Steps

To apply for this Sr Production Service Engineer - Cloud Operations - Federal position:

1. Submit your application: Click on the application link provided in the job listing.
2. Customize your resume: Tailor your resume to highlight your cloud infrastructure, system design, and troubleshooting skills, as well as your experience working with federal customers and understanding of federal compliance requirements.
3. Prepare your portfolio: Curate a portfolio that showcases your problem-solving skills, customer engagement, and automation initiatives. Include examples of cloud infrastructure, system design, and troubleshooting projects that demonstrate your technical expertise.
4. Research ServiceNow: Familiarize yourself with ServiceNow's products, services, and commitment to federal customers. Understand the company's culture, values, and approach to customer success.
5. Prepare for technical interviews: Brush up on your cloud infrastructure, system design, and troubleshooting skills. Review networking services and protocols, as well as database management. Familiarize yourself with ServiceNow's technology stack and the specific requirements of the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.