Job Description
This role is for a Problem Manager.
Problem Managers are integral to ServiceNow's success, and we work closely with Development, and Customer Support to manage known errors, mitigate impact, and drive remediation.
What you get to do in this role:
- Drive root cause investigations for the high impact/high visibility escalated issues.
- Collaborate with the cross functional teams to achieve the best resolution for our customers.
- Ensure the prioritization, planning, and execution of problems to achieve the best results for the company and our customers
- Develop and implement evidence-driven quality and process improvement initiatives across the organization
- Contribute to the design of the Problem Management process, data modeling and reporting
- Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
Qualifications
To be successful in this role you have:
- 7+ plus years of technical experience with at least 2 years of problem/product management or an allied field within customer support, operations, or engineering.
- Proficiency in problem management processes and methodologies.
- Strong analytical and problem-solving skills, with the ability to conduct thorough root cause analysis.
- Experience with IT service management tools, particularly the ServiceNow platform.
- Knowledge of the ServiceNow product.
- Strong scripting skills in JavaScript, Python, or equivalent languages, with the ability to develop scripts and tools to enhance problem management processes.
- Excellent communication, collaboration, and leadership abilities.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Bachelor's degree in computer science, Information Technology, or related field; ITIL certification preferred.
Desired Skills:
- Have working knowledge and applied skills in ITIL, preferably ITIL v3, Change, Incident and Problem Management.
- Understanding of Java or any other programming language
