ServiceNow/Site Reliability Engineering (SRE)

Tekaccel, Inc - San Antonio, TX

Full-time

San Antonio, TX

About the position

The ServiceNow/Site Reliability Engineering (SRE) position focuses on the creation and management of Service Level Objectives (SLOs) for applications that support business processes. The role involves collaborating with application teams and infrastructure technical teams to ensure effective onboarding and maintenance of SLOs within the ServiceNow platform, while adhering to governance procedures and IT standards.

Responsibilities

• Utilize Event Management and Alert Management to onboard and maintain Service Level Objectives (SLO) into the system of record (Fortuna) and downstream event pipeline.
• Work with infrastructure technical teams to onboard events into ServiceNow.
• Track Configuration Item (Business Application) and Infrastructure onboarding into the SLO repository (Fortuna).
• Provide governance and tracking support for Configuration Item owners to ensure compliance with IT standards.
• Follow up with CI Class owners to close identified gaps in governance procedures.
• Assist and train customers on creating effective SLOs and engaging with exception processes when technical limitations exist.
• Collaborate with dependent processes (Site Reliability Management, SRE, Event Management, Incident Management, CMDB) to create enhancement stories that improve SLO efficacy and value.
• Record and attempt to resolve impediments to SLO creation.
• Report blockers to stakeholders.

Requirements

• Proficient with ServiceNow.
• Strong verbal and technical writing skills.
• Awareness of Site Reliability Engineering (SRE) concepts and Availability Management best practices.