Service Reliability Engineer (services Now), G&A Solutions Engineering

Service Reliability Engineer

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

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

Minimum Qualifications

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

Preferred Qualifications

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

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.