Support Account Manager

ServiceNow is seeking highly motivated and professional individuals to join our Support Account Management (SAM) Services team and play a critical role in delivering worldclass customer satisfaction as SAMs help ServiceNow change the way people work.

The SAM will be delivering both proactive and reactive services and act as a central point of contact for all supportrelated activities. You will be a member of a highly skilled team focused on a select set of high profile strategic customers whilst delivering a highquality service.

Additionally you will be responsible for driving crossfunctional teams to ensure customer issues are clearly identified and resolved effectively.

• Comfortable presenting to all levels of management including CLevel stakeholders.     
• Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
• Deliver business value and solutions by understanding and aligning ServiceNow applications features and benefits as it relates to our customer needs.
• Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases changes problems and ongoing projects.
• Facilitate summary status reports including monthly performance reviews and quarterly service reviews.
• Act as the facilitator between customers and ServiceNow with reference to mandatory upgrades patches and security requirements.
• Manage document and report on performance against service level agreements (SLAs) and where SLAs are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely.
• Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change.
• Review open cases problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.
• Act as an escalation point for customer impacting business critical issues.

Note: Due to the nature of this role candidates must have the capability to obtain a security clearance which requires Australian citizenship as a primary eligibility requirement.

Qualifications :

To be successful in this role we need someone who has

• Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry. 
• Excellent written and oral communication skills
• Experience dealing with technical support teams
• Fundamental understanding of ITSM in enterprise environments and global deployments
• Comfortable interacting with all levels of management
• Working knowledge of ITIL incident problem and release management process and procedures
• Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer within a global model
• Broad technical understanding in a cloud software environment
• Growth & collaborative mindset

Desirable Skills and Experience 

• ServiceNow platform knowledge or experience
• Project Management capabilities and principles
• Service delivery account management experience
• Knowledge of Linux administration relational databases (Oracle MySQL) or JavaScript is a plus

What you can expect from us

At ServiceNow 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 a better future already underway. Join us on this journey!

In addition to a competitive salary supportive teams and a real opportunity to progress in your career with a forwardthinking organisation we provide resources to help you and your loved ones be well. From benefits plans and programs to mental health resources that offer coaching and 24/7 support to family support resources and parental leave programs we want to help you take care of yourself and your loved ones. Below is a glimpse into even more of our offerings or click here for a full list:

• Along with holidays we have companywide designated global wellbeing days where everyone is off and can spend time doing what matters most.
• Flexible working culture to support the balance you need in both work and life.
• Parental leave programs.
• Childcare and caregiving benefits.
• A learning experience platform built using our own technology to support your learning and development goals as well as a tuition reimbursement program.
• A global crossfunctional mentoring program.
• We also have team building activities various employee belonging groups volunteering and community outreach programs.

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!

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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