Site Reliability Engineer, ServiceNow

Staff Site Reliability Engineer, Service Now

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 Service Now Incident management process and ticketing system.
• Expand and enhance your knowledge of the Service Now Platform and its 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.
• Design, develop, and maintain ETL solutions using Microsoft SSIS to support data warehousing and business intelligence initiatives. Monitor, troubleshoot, and optimize existing SSIS packages and ETL jobs for performance and reliability.
• Ingest, transform, and load data from various sources including relational databases, flat files (CSV, TXT), REST APIs, and ODBC connections.
• Write and optimize complex SQL queries, stored procedures, triggers, and scripts for data extraction and transformation. Develop and maintain comprehensive documentation for data flows, processes, and systems.
• Ensure data quality, integrity, and security throughout the ETL process. Participate in code reviews and contribute to best practices for SSIS and ETL development.
• Collaborate with stakeholders, analysts, and business users to understand requirements and deliver robust data pipelines.
• Apply data governance, security, and compliance standards to all processes.
• Work with Service Now ITOM Discovery and its Cloud Discovery capabilities in a multi-public Cloud environment.
• 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.
• Perform data profiling and root cause analysis for data issues.
• Implement data validation and reconciliation processes.
• 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.

Visa will accept applications for this role until at least January 31, 2026.

• 5+ years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, or 8+ years of relevant work experience.

• Candidate must have direct work experience troubleshooting issues on the Service Now 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 Service Now Certified System Administrator.
• Familiarity with source control and deployment processes for SSIS projects.
• Experience with data profiling, data quality assessment, and cleansing techniques.
• 8+ years of hands‑on Service Now development and CMDB experience, ETL solutions using Microsoft SSIS.
• Strong proficiency in SQL (T‑SQL) for data manipulation, querying, and optimization.
• Experience in ingesting data from ODBC data sources and processing data from flat files (CSV, TXT, etc.).
• Experience integrating data from REST APIs (JSON, XML) using SSIS…