Senior Staff Problem Manager - Servicenow Development

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.

About the Role:

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

What you get to do in this role:

• Drive root cause investigations
• Ensure the prioritization, planning, and execution of problems achieves 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

To be successful in this role you have:

• Extensive ITIL Expertise: 15+ years of hands-on experience and applied skills in ITIL frameworks, preferably ITIL v3, with expertise in Change, Incident, and Problem Management processes.
• ServiceNow Expertise: Strong working knowledge of the ServiceNow product, with the ability to leverage its capabilities to drive business solutions.
• ServiceNow Development Proficiency: Experience in developing and customizing the ServiceNow platform, delivering enterprise-grade solutions.
• Problem Management Expertise: In-depth knowledge of Problem Management processes, with proven ability to implement and demonstrate these in dynamic cloud service environments.
• Cloud Service Understanding: Strong understanding of and experience with Software as a Service (SaaS), Platform as a Service (PaaS), and Infrastructure as a Service (IaaS) models.
• Effective Communication: Ability to communicate effectively in team settings and across organizational levels, including with peers, management, and customers.
• Exceptional Interpersonal and Verbal Communication Skills: Strong verbal communication skills and excellent interpersonal abilities for collaborative engagements and customer interactions.
• Professional Writing Skills: Proficient in creating formal, customer-facing Root Cause Analysis (RCA) documents with clarity and precision.
• Attention to Detail: Capable of tailoring communication to different audiences, ensuring the appropriate level of detail for each stakeholder.
• Adaptability and Multi-Tasking: Ability to work independently or collaboratively in a fast-paced environment, managing multiple priorities effectively.
• Technical Agility: Self-motivated with strong technical skills and a demonstrated ability to quickly learn and adapt to new technologies.
• Data Analysis Proficiency: Skilled in querying and analyzing data using tools such as SQL, Power BI, Excel, or Python Pandas to generate insights and reports.

JV20

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!

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 [email protected] 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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