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
GCS-23
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