Senior Problem Manager - Cloud Infrastructure
Remote United States
Full Time Posted 28 days ago
Job Type
Full Time
Job Details
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, 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.
- 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.
Learn more about ServiceNow
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