At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

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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:

Prioritize and assign trouble tickets to data center engineers.
Manage the performance of data center operations with varying skills across Milan location.
Ensure effective and efficient management of day-to-day data center operations including queue management, 7/24 shift arrangement and hardware logistics.
Subject matter expert across all aspects in data center operations especially in DCIM integrations.
Ensure all operational KPIs (Key Performance Indicators) and metrics are being measured and met.
Responsible for reporting key metrics to peer teams.
Inspire and guide improvement in team process, technology innovation and automation.
Manage Large Scale Events, Incident management - responsible for communications to executive stakeholders.
Manage and build workflows for data centers operations.
Has a solid understanding of all critical Mechanical & Electrical infrastructure.
Recommend, document, and oversee policies and procedures to meet industry best practices and to meet required SLAs (Service Level Agreement).
Maintain the on-call schedule coordinating absence and vacations.
Be passionate about the quality and quantity of services being provided, and continuously strive to improve our Customer Experience.

Qualifications

To be successful in this role you have:

4+ years of experience in data center operations management
Experience of managing the planning, hardware installation and configuration, optimization, 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 independently 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.

Although data center experience is key, the successful candidate will be self-motivated and positive with a passion for developing new skills.

What you can expect from us:

At ServiceNow, we make work better for everyone – including our own employees. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible for our employees. Win as a Team is part of our culture, and we aspire to wow our customers. We stay hungry and humble and focus on creating belonging. Sustainability, inclusivity, and diversity are key focus areas within our business framework so that we have transparency, equity, and accountability to deliver meaningful, measurable change. With our vision and dedication for a better future already underway. Join us on this journey!

In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, we provide resources to help you and your loved ones be well. From benefits plans and programs, to mental health resources that offer coaching and 24/7 support, to family support resources and parental leave programs – we want to help you take care of yourself and your loved ones. Below is a glimpse into even more of our offerings or click here for a full list :

Along with holidays, we have company-wide designated global well-being days where everyone is off and can spend time doing what matters most.
Good working culture to support the balance you need in both work and life.
Parental leave programs.
Childcare and caregiving benefits.
A learning experience platform built using our own technology, to support your learning and development goals as well as a tuition reimbursement program.
A global, cross-functional mentoring program.
- We also have team building activities, various employee belonging groups, volunteering, and community outreach programs.

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .

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Data Center Operations Analyst