Sr. Site Reliability Engineer - ServiceNow

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

The CMDB Site Reliability Engineer will hold the responsibility for developing on the Service Now platform CMDB, ITOM Discovery and other CMDB related components as part of the Scrum based Agile framework to advance and maintain Visa’s CMDB functionality. This will include, but is not limited to, story implementation, data management(CI and Platform), and operational support (Incidents and Requests).

Essential Functions:

• Be part of a global team that has operational support responsibilities where you will be required to work with our internal customers to resolve issues using the ServiceNow Incident management process and ticketing system.
• Expand and enhance your knowledge of the ServiceNow Platform and it’s advanced features and capabilities including developing table / attribute level security controls, implementing Business Rules, Flow Designer, Workflows, Client Scripts, UI Policy, and UI Actions as part of development activities for Catalogs, Scoped Apps or other platform activities.
• Learn about the Service Now data ingestion capabilities by developing IHETL maps, transform maps, Robust Transformers, precedence-based job schedules using different types of data sources including API’s, JDBC, or .CSV.
• Work with ServiceNow ITOM Discovery and its Cloud Discovery capabilities in a multi-public Cloud environment.   
• Evolve your experience and knowledge of ServiceNow capabilities like Performance Analytics & Dashboards, Reporting, and the CMDB Query builder as part of your day to day activities addressing day to day issues or questions raised by customers or stakeholders.
• Enhance your knowledge of foundational platform concepts like UI Builder and Glide Records, as well as the ServiceNow portal and widget framework.
• Gain knowledge of the Rest APIs as well as SQL and developing queries for data extracts.  
• Gain a understanding, as part of your day to day responsibilities, of VISA’s configuration management DB (CMDB), the inherent hierarchal data structures of CSDM data model and better understand how data is stored, managed, coalesced in VISA’s CMDB.
• Be an active participant in our daily stand-ups /project meetings and communicate development and support status.
• Work in a collaborative environment with other team members to ensure that ServiceNow standard best-practices are utilized for all configurations and customizations.
• Work with end – users and educate them on how to be more effective and efficient working on the platform either through informal meetings, brown bags or scheduled calls.
• Develop technical requirements, documentation and technical diagrams.
• Work with stakeholders to review stories and requirements to develop new capabilities as part of our monthly Sprints and Releases.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications:

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications:

• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• Bachelor's degree, OR 4+ years of relevant work experience
• Four years’ ServiceNow development experience on Service Now Platform and CMDB
• Candidate should have direct work experience troubleshooting issues on the ServiceNow platform with Catalog requests, data imports, or other business-related logic.
• Effective writing skills with the ability to document application configurations, system design and architecture, simple run books.
• Good communication skills to work effectively with team members, support personnel, management and customers in geographically dispersed locations and ability to work as part of a team as well as independently with minimum guidance.
• Ideal candidate would have completed their ServiceNow Certified System Administrator
• Service Now Certified Applications Developer Certification and/or ITOM Discovery Certification
• Experience writing in JavaScript
• Familiarity with JSON, developing integrations utilizing REST Messages and Scripted REST APIs
• Experience working in an Agile Development methodology
• Master degree in IT, Engineering, or related Technology field
• 5+ years’ experience developing on ServiceNow Platform and/or CMDB
• Experience writing in PowerShell and complex SQL queries
• Experience working with multicultural teams in diverse geographic locations preferred
• Prior Technical SRE or DevOps or Cloud Technologies expertise a plus
• GenAI and AI Prompt Engineering skill and experiences a plus.
• ITIL V4 expert Certification a plus

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 105,800.00 to 149,550.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.