Data Center Operations Analyst

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The Data Center Operations Team is responsible for overseeing planning, hardware setup, optimization, day-to-day operations, and continuous upkeep of computer/data centers. They supervise system performance, equipment monitoring, and vendor management. This role requires capacity planning and regular assessments to enhance processes, ensuring sustainability, scalability, and thorough documentation. The team ensures conformity with policies, compliance standards, and control requirements. They recruit, train, and assess staff members to ensure smooth operations. Roles may focus on internal or external clients, involving company-hosted, Web-enabled solutions or project-based assignments in collaboration with Professional Services and outsourcing functions.

What you will be doing in this role:

• Assign trouble tickets to the data center engineers and establish priorities.
• Oversee data center operations performance across various skillsets in the Switzerland location.
• Efficiently manage day-to-day data center operations covering queue management, 24/7 shift scheduling, and hardware logistics.
• Act as a subject matter expert in all facets of data center operations, particularly in DCIM integrations.
• Ensure measurement and achievement of all operational KPIs (Key Performance Indicators) and metrics.
• Report key metrics to peer teams as necessary.
• Inspire and steer enhancements in team processes, technology innovation, and automation.
• Handle Large Scale Events and incident management, including communications with executive stakeholders.
• Develop and implement workflows for data center operations.
• Demonstrate a solid understanding of critical Mechanical & Electrical infrastructure components.
• Recommend, document, and supervise the enforcement of policies and procedures to align with industry best practices and meet SLAs (Service Level Agreements).
• Maintain the on-call schedule by coordinating absences and vacations.
• Prioritize the quality and quantity of services provided and strive for continuous improvement in Customer Experience.

To excel in this role, you need:

• At least 4 years of experience in managing data center operations.
• Expertise in planning, hardware installation, optimization, maintenance, and operations of computer/data centers.
• Comprehensive experience in overseeing system performance, equipment monitoring, and vendor management.
• Experience in capacity planning and continuous assessments for data center operations.
• Strong knowledge of data center facilities and infrastructure, including power, HVAC, structured cabling, rack management, and security.
• Experience in managing vendors within a data center environment.
• Exceptional analytical skills with the ability to handle multiple unrelated issues simultaneously.
• Proficiency in documentation with a focus on technical processes and standards.
• Familiarity with ITIL process methodologies is a plus.
• Demonstrated ability to perform effectively in ambiguous situations with a track record of success.
• Excellent communication, customer focus, problem-solving, conflict management, time management, and interpersonal skills.
• An intrinsic passion for Sustainability and compliance to contribute to our customers' global impact responsibilities.
• Sometimes, travel may be required both domestically and internationally.

While data center experience is crucial, the ideal candidate should be self-motivated, optimistic, and eager to acquire new skills.

What we offer:

At ServiceNow, we enhance the work experience for everyone, including our employees. We understand that you perform at your best when you lead a fulfilling life and showcase your unique abilities. Collaboration and success as a team are ingrained in our culture, and we aim to exceed our customers' expectations. We remain driven and humble, focusing on fostering inclusivity. Sustainability, diversity, and inclusivity are central pillars in our business strategy to ensure transparency, fairness, and accountability in delivering impactful and measurable changes. With our vision and commitment to a brighter future already in progress, join us on this exciting journey.

In addition to competitive compensation, supportive teams, and genuine opportunities for advancement in a forward-thinking organization, we provide resources to help you and your loved ones thrive. From benefits plans and programs to mental health resources offering coaching and 24/7 support, along with family support services and parental leave programs – we aim to help you take care of yourself and your loved ones. Below are some highlights of our offerings or visit our full list for more details:

• In addition to holidays, we observe company-wide designated global well-being days where everyone can relax and focus on what truly matters.
• A positive work environment to support a healthy work-life balance.
• Various parental leave programs available.
• Childcare and caregiving benefits provided.
• A learning platform built using our proprietary technology to aid in achieving your learning and development objectives, along with a tuition reimbursement program.
• A global, cross-functional mentoring initiative.
  • We also conduct team-building events, offer diverse employee affinity groups, encourage volunteering, and engage in community outreach programs.

ServiceNow upholds Equal Employment Opportunity principles. All qualified candidates are considered for employment without regard to race, color, religion, gender, sexual orientation, national origin, ancestry, age, disability, gender identity, marital status, veteran status, or any other legally protected category.

At ServiceNow, we embrace flexibility and trust in our distributed work environment. Learn more about our different work personas: flexible, remote, and on-site when necessary.

If you need reasonable accommodation to complete any part of the application process, or face difficulties in accessing this online application and require an alternative method for applying, please contact us for assistance.

For roles necessitating access to technical data subject to export controls, such as Export Administration Regulations (EAR), ServiceNow may need to secure export licensing approval from the U.S. Government for certain individuals. Employment with ServiceNow is subject to obtaining any required export licenses or approvals from the U.S. Government.

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