Senior Problem Manager - Cloud Infrastructure

at  Servicenow

Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. 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. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we’re proud to be one of FORTUNE 100 Best Companies to Work For® and World’s Most Admired Companies™.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.
Job Description
As a Senior Problem Manager, you’ll identify and remediate problems within our customer cloud. Problem Managers play an integral part in ServiceNow’s 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.

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 in-depth knowledge of Problem Management processes in a dynamic cloud service environment or 5 years’ 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.
• Attention to detail and the ability to communicate the right level of detail to the right audience.
• Align teams, collaborate with cross-functional 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, fast-paced environment.
• Self-starter 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 product.
• Background with systems engineering, systems administration, custom automations, lifecycle, or ad hoc project management is preferred

WHAT YOU GET TO DO IN THIS ROLE

• Drive root cause investigations, seeking the primary cause of the unexpected event, no matter where it lies.
• Develop creative and meaningful resolutions to problems, creating the best results for our customers and the company.
• Take ownership of developing and implementing process improvement initiatives across organizations.
• Contribute to the design of new processes, data modeling and reports, policies, and procedures.
• 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 in-depth knowledge of Problem Management processes in a dynamic cloud service environment or 5 years’ 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.
• Attention to detail and the ability to communicate the right level of detail to the right audience.
• Align teams, collaborate with cross-functional 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, fast-paced environment.
• Self-starter 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 product.
• Background with systems engineering, systems administration, custom automations, lifecycle, or ad hoc project management is preferred.