Senior Problem Manager - Cloud Ops

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
This role is specific to the identification and removal of problems within our customer cloud infrastructure. Senior Problem Managers play an integral part in ServiceNow’s success, and we work closely with Development, Infrastructure Operations, and Customer Support to manage known errors, mitigate impact, and drive remediation.

WHAT YOU GET TO DO IN THIS ROLE:

• Drive root cause investigations
• Produce professional root cause analysis documentation for customers
• Ensure the prioritization, planning, and execution of problem resolutions that achieve the best results for the company and our customers
• Develop and implement evidence-driven process improvement initiatives across the organization
• Contribute to the design of the Problem Management process, data modeling and reporting, policies, and procedures
• Provide training, coaching and guidance to internal teams, growing problem management best practices throughout the organization
• Present to all levels of the organization on infrastructure issues and trends
  Qualifications

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:

• 6+ years of experience with Problem Management and the ability to demonstrate an in-depth knowledge of Problem Management processes in a dynamic cloud service environment
• Experience supporting Software as a Service (SaaS), Platform as a Service (PaaS) or Infrastructure as a Service (IaaS)
• Ability to effectively communicate within a team environment and across organizational levels to include peers, managers, and customers
• Outstanding verbal, written and interpersonal skills
• Attention to detail and the ability to communicate the right level of detail to the right audience
• Ability to work independently or to lead a team in a fast-paced environment
• Self-starter with strong technical skills and 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 and applied skills in ITIL, (preferably ITIL v3)- specifically Change, Incident and Problem Management
• Ability to query data and generate reports using one of a variety of tools, including SQL, Tableau, Microsoft Excel, Python, or similar for data research and analysis tasks
• Knowledge of the ServiceNow product
• Bachelor’s degree in technical field or related discipline