Senior Staff Problem Manager

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Role

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.

If you are a proactive problem solver with a passion for improving service reliability and driving continuous improvement, we encourage you to apply for this exciting opportunity to make a significant impact.

Responsibilities

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.

Requirements

Minimum five (5) years of technical experience with at least two (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.; 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.

Nice to have

Strong understanding of compliance requirements and adherence to regulatory standards.; Have working knowledge and applied skills in ITIL, preferably ITIL v3, Change, Incident and Problem Management.; Knowledge of the ServiceNow product.; Understanding of Java or any other programming language