Data Center Operations Analyst

Job Description

Data Center Operations Team manages the planning, hardware installation and configuration, optimization, operations, and ongoing maintenance of the computer / data center. Oversees systems performance, the monitoring of equipment and the management of vendor relationships. Responsible for capacity planning and continual assessments for process improvement to ensure that processes are well‑documented, sustainable, and scalable. Monitors ongoing practices to ensure consistency with policies, compliance regulations and control requirements.

Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Roles can have an internal or external client focus. May involve company‑hosted, Web‑enabled solutions or may include project‑based jobs in conjunction with Professional Services and outsourcing functions.

This role is primarily based at our data centre facility in Geneva.

• Prioritize and assign trouble tickets to data center engineers.
• Manage the performance of data center operations with varying skills across Switzerland location.
• Ensure effective and efficient management of day‑to‑day data center operations including queue management, 7 / 24 shift arrangement and hardware logistics.
• Subject matter expert across all aspects in data center operations especially in DCIM integrations.
• Ensure all operational KPIs (Key Performance Indicators) and metrics are being measured and met.
• Responsible for reporting key metrics to peer teams.
• Inspire and guide improvement in team process, technology innovation and automation.
• Manage Large Scale Events, Incident management - responsible for communications to executive stakeholders.
• Manage and build workflows for data centers operations.
• Has a solid understanding of all critical Mechanical & Electrical infrastructure.
• Recommend, document, and oversee policies and procedures to meet industry best practices and to meet required SLAs (Service Level Agreement).
• Maintain the on‑call schedule coordinating absence and vacations.
• Be passionate about the quality and quantity of services being provided, and continuously strive to improve our Customer Experience.

• Experience in data center operations management
• Experience of managing the planning, hardware installation and configuration, optimization, operations, and ongoing maintenance of the computer / data center.
• Holistic experience of overseeing systems performance, the monitoring of equipment and the management of vendor relationships.
• Experience of capacity planning and continual assessments for DC.
• Good knowledge of data center facilities and infrastructure including power, HVAC, structured cabling, rack management and security.
• Experience managing vendors in a data center environment.
• Strong analytical skills with the ability to multi‑task several unrelated issues.
• General documentation skills with particular emphasis on technical processes and standards.
• Knowledge and experience in ITIL process methodologies a plus.
• Proven ability to function in ambiguous situations with a record of success.
• Excellent communication, customer focus, problem solving, conflict management, time management and interpersonal skills required.
• A deep passion for Sustainability and compliance to support our customers global impact responsibilities.
• Some travel would be required domestically and internationally.

Although data center experience is key, the successful candidate will be self‑motivated and positive with a passion for developing new skills.

At Service Now, we make work better for everyone – including our own employees. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible for our employees. Win as a Team is part of our culture, and we aspire to wow our customers.

We stay hungry and humble and focus on creating belonging. Sustainability, inclusivity, and diversity are key focus areas within our business framework so that we have transparency, equity, and accountability to deliver meaningful, measurable change. With our vision and dedication for…