• Coordinate and/or perform remote fixes at the desktop, server and networking level, including installing and upgrading software, implementing file backups, and configuring systems and applications. • Second level escalations on the service desk team; resolve level 2 issues in Mac OS and Windows environments. • De-escalate client situations related to outages, communications, and travel onsite where necessary. • Troubleshoot hardware & accurately determine fixes. • Adherence to SOPs. • Remotely troubleshoot issues relating to hardware and software (typically Mac OS, Apple, Google for Work, Cisco Meraki, Dropbox etc.) • Perform post-resolution follow-ups to help requests. • Research issues and resolves technical problems. • Implement and maintain operational documentation and procedures. • Issue the daily operations status report and project status reports as required. • Complete technical and special projects as assigned. • Daily entry of time within current ticketing platform and keeping tickets updated. • Maintain minimum of 32hrs of billable time. • Coordinate with Service Coordination for work assignments. • Coordinate with Project Management for intermittent project work assignments. • Continue to learn new technologies and solutions. • Keep and maintain work calendar. • Update client documentation after any change to the client’s network. • Maintain necessary professional certification statuses. • Assist with vendor certifications as required. • Provide direct and indirect leadership and peers with situational awareness briefs on high profile clients/projects. • KPIs: Average Time to Resolution, CSAT (Customer Satisfaction), Employee Utilization, and SLA Adherences will be your responsibility.

• Design, build, and maintain Salesforce automations including Flows, Apex triggers, batch jobs, and Lightning Web Components • Develop scalable data models and object architectures across pre-sale and post-sale GTM workflows • Build and integrate APIs connecting Salesforce to tools across our stack (e.g., marketing automation, CS platforms, telephony, data enrichment) • Implement AI-assisted workflows with appropriate guardrails, human-in-the-loop controls, and auditability • Build modular, reusable components that can flex as business processes evolve • Translate business requirements into technical specifications, ensuring clarity before a single line of code is written • Design and execute structured UAT processes—writing test cases, coordinating stakeholder testing, and resolving issues before deployment • Manage your own backlog: prioritize work, communicate status proactively, and flag blockers before they become problems • Document what you build so the team can maintain it, not just you • Instrument SLAs, funnel metrics, and operational KPIs directly in Salesforce, enabling leading-indicator visibility for the GTM team • Identify and fix data quality issues—duplicate records, 15 vs. 18-digit ID mismatches, stale field values—that erode reporting reliability • Build and maintain dashboards and reports that surface the right information for WBRs, MBRs, and QBRs • Proactively identify where process breaks down in the data and bring solutions to the table • Build from a clear spec — before you start, make sure you have one. If requirements are incomplete or shifting, surface it early rather than build through the ambiguity • Push back on scope creep proactively: flag changes in writing, before they affect the build, and help the team understand the tradeoff • Partner with our GTM Architect on solution design and with our SFDC Admin/BSA on delivery, UAT coordination, and post-launch stability

Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. Job Description The Role: We are looking for a visionary Audio Visual Systems Engineer to design, deploy, and continuously evolve the AV technology ecosystem across our flagship Innovation and Briefing Centers. This is not a break-fix role - it is a strategic engineering position at the intersection of immersive technology, executive experience design, and enterprise program delivery. You will serve as the primary technical authority for next-generation AV environments that host C-suite briefings, product showcases, ideation sessions, and partner engagements. You will translate business intent into world-class spatial experiences, lead complex multi-vendor deployments, and build trusted relationships with stakeholders across Facilities, IT, Marketing, Executive Communications, and senior leadership. This role demands rare depth: the hands-on technical precision of a systems integrator combined with the executive presence, program management rigor, and strategic thinking of a senior technology leader. Core Responsibilities: - Program Management & Project Delivery - Lead full project lifecycle for AV deployments from discovery through go-live: scope, schedule, budget, vendor management, installation oversight, testing, and post-launch support - Manage concurrent projects across multiple sites, coordinating with construction, facilities, IT infrastructure, and executive stakeholders with competing priorities and tight timelines - Develop and enforce quality assurance standards, acceptance testing protocols, and commissioning checklists for all AV installations - Build and manage relationships with AV integrators, manufacturers, and specialty vendors - defining SOWs, reviewing submittals, and holding partners to performance standards - Create and maintain project tracking artifacts: risk registers, dependency maps, RACI matrices, and executive status dashboards - Deliver post-project retrospectives and institutional knowledge documentation to enable continuous improvement - Stakeholder Engagement & Executive Relationship Management - Serve as the trusted technology advisor to Executive Briefing Center leadership, Corporate Communications, C-suite Admins, and senior visiting delegations - Translate complex technical capabilities into compelling narratives for non-technical executives - framing AV investments in terms of business outcomes, brand differentiation, and audience experience - Partner with Marketing, Brand, and Creative teams to deliver AV environments that amplify storytelling and reinforce company identity - Conduct discovery sessions with event producers, executive assistants, and program owners to anticipate and exceed experience expectations for high-stakes briefings - Act as on-site technical lead and escalation point for executive events, ensuring flawless execution under pressure with white-glove support - Proactively identify opportunities to elevate the briefing center experience and present well-structured proposals with business case rationale to leadership - AV Systems Architecture & Engineering - Work with the architects on the end-to-end AV solutions for briefing suites, innovation labs, boardrooms, and multi-purpose event spaces - including video walls, large-format LED, immersive displays, spatial audio, and hybrid conferencing systems - Own the technical design lifecycle from needs analysis and schematics through commissioning, tuning, and handoff - ensuring systems meet enterprise reliability, scalability, and security standards - Work with the teams to define reference architectures and technology standards for AV infrastructure across all Innovation and Briefing Center environments - Spearhead evaluation, pilot, and integration of emerging technologies including AI-powered room automation, generative content rendering, XR/AR overlays, holographic display, and spatial computing platforms - Develop and maintain detailed as-built documentation, signal flow diagrams, IP schemas, and equipment inventories - Design and maintain Control Systems programming (Crestron, AMX, Q-SYS, Extron) for seamless, intuitive user experiences requiring zero training - Operations, Reliability & Continuous Improvement - Maintain SLA-backed operational excellence for all AV systems, with documented incident response, root cause analysis, and remediation playbooks - Establish preventive maintenance schedules, firmware lifecycle management, and technology refresh roadmaps aligned to business needs - Instrument systems with monitoring and alerting (SNMP, Crestron Fusion, Q-SYS UCI) to enable proactive issue detection before events - Build and document standard operating procedures, training guides, and runbooks for AV operations staff and non-technical event coordinators - Own capacity and readiness reporting for Innovation and Briefing Center leadership, providing monthly performance and utilization metrics Qualifications Required Qualifications: - Technical Expertise - 8+ years of progressive AV engineering experience with at least 3 years in enterprise innovation, briefing center, or broadcast/live event environments - Expert-level proficiency in AV-over-IP architectures (Dante, AES67, SVSI, SDVoE, NDI) and traditional AV matrix routing systems - Deep hands-on experience with control system programming: Crestron (SIMPL, SIMPL#, CH5), AMX (NetLinx), Q-SYS Designer, and Extron Control - Advanced DSP configuration and audio engineering skills (Q-SYS, Biamp Tesira, Shure Microflex, Sennheiser TeamConnect) for speech reinforcement, immersive audio, and acoustic treatment - Strong video systems experience across LED walls, laser projection, display tiling (Datapath, Analogway, Barco, Christie), and hybrid conferencing platforms (Zoom Rooms, Microsoft Teams Rooms, Cisco Webex) - Proficiency with AutoCAD, Visio, or equivalent tools for AV system design and signal flow documentation - Working knowledge of IT networking fundamentals (VLANs, QoS, multicast routing, PoE, 802.1X) as applied to converged AV/IT environments - Program Management - Demonstrated experience managing multi-phase AV deployments from $500K to $5M+ in total project value - Proficiency with project management methodologies (PMP, Agile, or equivalent) and tooling (Jira, Smartsheet, MS Project, Monday.com) - Strong vendor management experience including RFP development, SOW negotiation, subcontractor oversight, and performance accountability - Ability to manage ambiguity, competing priorities, and executive urgency with calm, structured problem-solving - Interpersonal & Communication Skills - Executive-level communication skills - written and verbal - with demonstrated ability to present to C-suite and influence without authority - Proven relationship-building skills across diverse stakeholder groups including operations, IT, facilities, creative, and executive leadership - Service-oriented mindset with high emotional intelligence and natural instinct for anticipating client needs before they are expressed - Strong business writing skills for proposals, status reports, RFPs, and technical documentation Preferred Qualifications: - CTS-D (Certified Technology Specialist - Design) from AVIXA; CTS or CTS-I also valued - Crestron Certified Programmer (DMC-E, DMC-D) or Q-SYS Level 2/3 Certification - Experience with XR, AR/VR, holographic display (Looking Glass, Holofan, Spatial), or generative AV content platforms - Familiarity with ITSM frameworks (ServiceNow, Remedy) for incident, change, and asset management - Experience in enterprise environments with 10,000+ employees and multi-campus operations - Background in experience design, event production, or broadcast engineering - PMP certification or formal project management training - Familiarity with energy management and sustainability standards for AV systems (LEED, WELL Building) Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

• Bring prior experience to organize and define work for complex or ambiguous situations. • Provide consultation, training, and knowledge sharing to associates. • Lead automation activities within team leveraging Ansible, python and/or powershell. • Actively contribute to domain body of knowledge. • Design, deploy, and manage enterprise backup solutions, including tape, disk, and cloud-based systems. • Troubleshoot and resolve complex backup failures, ensuring data recoverability and minimal downtime. • Monitor backup performance, analyze trends, and optimize processes for efficiency and reliability. • Ensure compliance with internal standards, contractual obligations, and industry regulations. • Proficiency in multiple scripting languages to develop solutions for automation and reporting.