Job details

Senior Problem Manager

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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:

6+ 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.
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

Regulatory clearance to work in a regulated environment, with a 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

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.

GCS-23

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $107,400 - $187,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

ServiceNow Glassdoor Company Review

4.5

ServiceNow DE&I Review

4.6

CEO of ServiceNow

Bill McDermott

Approve of CEO

Average salary estimate

$147600 / YEARLY (est.)

min

max

$107400K

$187800K

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What You Should Know About Senior Problem Manager, ServiceNow

Imagine being part of ServiceNow, a company that's not just transforming the tech landscape but redefining how we experience work. As a Senior Problem Manager, you'll play a crucial role in driving positive changes that elevate our customer experiences. Based in sunny San Diego, California, you'll be the guiding force behind root cause investigations for high-profile issues, collaborating with talented cross-functional teams to ensure seamless resolutions. Your knack for prioritizing and executing problems will be key to optimizing our operations, while your leadership will cultivate a teamwork-centered culture throughout the organization. With over six years of technical experience under your belt—combined with your analytical prowess and problem-solving skills—you'll be equipped to develop impactful quality and process improvements that resonate throughout our services. If you're a dynamic individual with expertise in IT service management tools like ServiceNow and strong scripting skills in JavaScript or Python, we want you to help us continue our mission of making the world work better for everyone. At ServiceNow, we believe that every unique background adds to our strength. So, even if you don't meet every qualification, we strongly encourage you to apply and contribute to our journey of innovation and excellence.

Frequently Asked Questions (FAQs) for Senior Problem Manager Role at ServiceNow

What are the primary responsibilities of a Senior Problem Manager at ServiceNow?

The Senior Problem Manager at ServiceNow is responsible for overseeing root cause investigations for high-impact issues, collaborating with cross-functional teams to deliver effective resolutions, and ensuring the prioritization and execution of problems. They also play a crucial role in developing quality improvements based on data insights and contributing to the design of the Problem Management process.