Supportability and Release ReadinessManager
Supportability and Release ReadinessManager
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Salary Not Disclosed
1 Vacancy
Job Description
Team & Role
The Technical Program Manager is part of a global team reporting to the Senior Manager Supportability and Release Readiness. The role is critical to support organizational growth and continue to deliver world class products and support to our customers.
We are a team of critical thinkers who take a data driven approach to continuous improvement. The supportability team relentlessly pursues KPI improvement for our customer support organization by working cross functionally with various departments to identify program manage and report on various improvements being made within the ServiceNow portfolio of products. We dont just run some reports we use our deep technical knowledge to use this data to architect technical solutions to real problems.
What you get to do in this Role
- The Supportability Program Manager will manage and drive to deliver on the following broad level objectives and responsibilities:
- Analyze Support Case data for knowledge/documentation gaps training opportunities and product improvement requirements
- Perform data analysis use case analysis and business process mapping to identify and quantify inefficiencies which can be improved through automation for cross functional business entities
- Provide monthly product analysis and guidance reports to Support Delivery Management
- Identify opportunities to improve the customer experience with the product and therefore deflect cases coming into support
- Identify opportunities to reduce support effort to resolve incoming cases
- Identify opportunities for tools that help Support Delivery resolve cases faster
- Assess impacts of product/functionality changes to existing customers and Support and work with Engineering Product Owners and Cross Functional teams to address in advance of new release(s)
- Submit Knowledge and documentation updates and track through completion
- Create business cases and drive projects
- Connect functional and technical requirements to business requirements
- Engage with Product Management and Engineering to determine product improvements areas for future releases
- Partner with Engineering and Support Delivery to improve product fix best practices and improve fix quality
- Partner with Engineering and Support Delivery to improve defection of support cases via improvement of the Known Error Articles on Known issues
- Build relationships across the organization to gain buyin and move initiatives forward.
- Be the point of contactfrom support with engineering and product operations forthe said applications and products
- Represent Technical Support in the development and release process of new family and store release versions which include providing feedback on architecture design and operability of product features
- Submit Supportability requirements to Product Management and track those requirements
- Drive Continuous Improvement initiatives that target our customers ability to identify known issues
- Generate regular supportability dashboards and reports
- Forecast Track and report on the value generated from supportability initiatives
- Deliver quarterly release roadmap reviews to crossfunctional audiences
- Balance multiple priorities and deadlines
- Perform other duties and projects as assigned
Qualifications :
Preferred Qualifications:
- Previous ServiceNow experience preferred
- At least 57 years of experience in Customer Support in a hightech industry preferably SaaS environments
- Demonstrated proficiency with Database technologies (MySQL PostgreSQL) and programming/scripting (JavaScript React HTML CSS)
- Exposure and working knowledge of Enterprise Customer Support environmentsusing best practices such as ITIL. Experience on Service products preferable ServiceNow like ITSM ITBM ITOM etc.
- Excellent leadership skills with the ability to work independently and collaborative with cross functional organizations withinServiceNow
- Collaborate across multiple teams and functions. As such demonstrated ability to work cross functionally and lead by influence is an absolute must.
- Excellent interpersonal written and oral communication skills demonstrated by the ability to: listen to and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with and facilitate groups.
- Outstanding presentation skills and ability to demonstrate value to stakeholders at various functional levels
- Dynamic energetic motivated positive outlook with the ability to multitask and prioritize responsibilities with passion
- Ability to analyze metrics and provide actionable solutions/recommendations
- Experience with Data Visualization tools such as Tableau and PowerBI
Required Qualifications
- BA/BS degree or higher in Business Management Computer Information Systems (CIS) Management Information Systems (MIS) Operations and Information Management (OIM) or other equivalent combination of education and experience
- Expert level proficiency managing large projects or programs with crossfunctional teams
- Deliver solutions and strategies while mitigating or removing obstacles.
- Experience utilizing software to keep projects organized track metrics and report on progress
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!
For positions in this location we offer a base pay of $142700 $249800 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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
Key Skills
- Compliance Management
- Administrative Functions
- Oversight
- Administrative Activities
- Administrative Tasks
- Budget Preparation
- Facilities Management
- Daily Operations
- Account Management
- General Ledger Accounts
- Personnel Files
- Administrative Management
- Financial Statements
- Administrative Operations
- Annual Budget
