Senior Problem Manager
Senior Problem Manager
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Job Description
As a Senior Problem Manager youll identify and remediate problems within our customer cloud. Problem Managers play an integral part in ServiceNows success and we work closely with Software Developers System Administrators and Support Technicians to manage known errors mitigate their potential impact and drive remediation. Additionally we support root cause troubleshooting and analysis incident escalations and other critical ITIL processes.
What you get to do in this role
- Drive root cause investigations for high impact/high visibility issues.
- Collaboratively develop creative and meaningful resolutions to problems creating the best results for our customers and the company.
- Contribute to the design of new processes data modeling reports policies and procedures across operational support and other adjacent teams.
- Grow problem management best practices across all functions and levels of the organization by training coaching and providing guidance to internal teams.
Qualifications :
To be successful in this role you have:
- At least 3 years of experience with Problem Management or a closely related field (program project release change management) and the ability to demonstrate an indepth knowledge of Problem Management processes in a dynamic cloud service environment or 5 years of experience in a technical area of enterprise cloud computing.
- Previous experience supporting Software as a Service (SaaS) Platform as a Service (PaaS) or Infrastructure as a Service (IaaS) for enterprise customers.
- Ability to effectively communicate across all organizational levels to include executives managers peers and customers.
- Outstanding verbal written and interpersonal communication skills. Specifically the ability to explain technical issues in a concise and complete manner.
- Align teams collaborate with crossfunctional stakeholders and deliver on multiple complex projects.
- Help drive team and organizational goals while also delivering on immediate operational demands.
- Ability to work independently or lead in an ambiguous fastpaced environment.
- Selfstarter with strong technical skills and an ability to learn new technologies quickly.
- Ability to lead and contribute to a technical investigation across hardware networking and internal tooling or a mix as required to determine root cause and preventative measures.
- Have working knowledge of ITIL preferably ITIL v3 specifically Change Incident and Problem Management.
- Familiarity with ServiceNow or similar workflow products.
- Background in systems engineering systems administration custom automations networking lifecycle or ad hoc project management is preferred.
Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!
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. Learn more here.
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 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.
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Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
