About the Role

Do you have a passion for ensuring the reliability and stability of a critical Service Now implementation? Are you a highly motivated and expert engineer with a deep understanding of the Service Now 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 Service Now environment.

You will be at the forefront of maintaining the health, stability, and performance of our Service Now 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 Service Now platform, enabling Apple to deliver outstanding services to our employees.

Responsibilities

• Provide day-to-day production support for our Service Now implementation, ensuring high availability and efficient performance
• Proactively supervise the Service Now 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 Service Now-related incidents
• Develop and implement automation strategies to streamline operational tasks, improve Service Now stability, and reduce manual intervention, primarily through Service Now workflows and scripting
• Plan and rollout Service Now patches, plugins as part of regular Service Now maintenance
• Work closely with Service Now Support for any Product defects or bugs identified in the platform. Also, collaborate with Service Now's security team for any vulnerabilities identified

Minimum Qualifications

• 6+ years of experience in a Service Now production support role, supporting large-scale, enterprise-level Service Now implementations
• Strong proficiency in Service Now administration, development, and customization
• Expert-level knowledge of Service Now 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 Service Now scripting (e.g., JavaScript, Glide Script)
• Bachelor's degree in Computer Science or work related experience

Preferred Qualifications

• Service Now certifications (e.g., Certified System Administrator, Certified Application Developer)
• Advanced Service Now certifications (e.g., Certified Implementation Specialist, Certified Implementation Specialist
• ITSM, Certified Implementation Specialist
• HRSD) option and added weightage
• Experience with Service Now performance tuning and optimization
• Experience with Service Now upgrades and migrations
• Experience with Service Now reporting and analytics
• Familiarity with cloud platforms (e.g., AWS, Azure, GCP)

Equal Opportunity

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.