Senior Problem Manager.

at  Servicenow

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
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.

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 in-depth 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 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 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 non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
  Additional Information