Help us maintain the quality of jobs posted on PowerToFly. Let us know if this job is closed.
Job Type
Full Time
Job Details
Job Description 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
- At least 3 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
- Strong understanding or 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 co-workers, managers, and customers
- Outstanding verbal communication skills and very strong interpersonal skills
- Strong writing skills to be able to produce formal customer facing Root Cause Analysis documents
- Attention to detail and the ability to communicate the right level of detail to the right audience
- Ability to work independently or with a team and multi-task in a fast-paced environment
- Self-starter with strong technical skills and ability to learn new technologies quickly
- Have working knowledge and applied skills in ITIL, preferably ITIL v3, Change, Incident and Problem Management
- Able to query data and generate report logic using one of a variety of tools, including SQL, Tableau, Microsoft Excel, Python Pandas, or similar for data research and analysis tasks
- Knowledge of the ServiceNow product
- Bachelor’s degree in technical field or related discipline
About the Company
ServiceNow
Santa Clara, CA, United States
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We deliver digital workflows that create great... Read more