ServiceNow believes in the power of technology to reduce the complexity in our jobs. At ServiceNow, we make work, work better for people with modern digital workflows that create great experiences and unlock productivity.
Built on the Now Platform, our product portfolio delivers the IT, employee, and customer workflows that matter—with enterprise solutions to help drive every part of a company’s digital transformation. Companies can simplify how work gets done, deliver intuitive experiences, and build digital workflow apps with a single cloud platform.
What you get to do in this role:
Deeply understand customer business strategies, challenges and IT landscape. Possess the ability to deliver business value by aligning ServiceNow solutions to address the customer’s short and long-term support needs
Coordinate internal resources, including technical and customer support, professional services and management to meet account performance objectives and customers’ expectations
Ability to build credibility through action and responsiveness resulting in the perception that no matter what the issue, you are the customer’s go to champion within ServiceNow
Participate in regularly scheduled conference calls and onsite meetings to ensure the continual flow of information with timely updates on all open issues and on-going projects
Facilitate weekly summary status reports; quarterly services reviews and detailed review of root cause analysis findings when applicable
Manage, document and report on performance against service level agreements (SLA's) and where SLA's are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely
Review open incidents, problems and enhancement requests communicating proper priority and direction to responsible ServiceNow teams to ensure a timely customer satisfying result
Act as an escalation point and advocate for critical customer issues.
Understand and explain ServiceNow application, features and benefits as it relates to customer needs
Manage special projects as assigned by management to meet customer and cross-functional team needs
To be successful in this role you have:
The successful candidate will have experience in a high tech environment - preferably in the ITSM area - working at companies with large IT organizations utilizing ITIL best practices in complex, global deployments. Your experience should also include a successful track record in support management applying strong project and task-management abilities to meet your customer deliverables. You are creative problem solver who has the ability to lead internal team in solving a customer issue.
Demonstrate analysis and problem solving expertise
Excellent written and oral communication skills
Fluency in English and French languages
Project and large account management experience
Fundamental understanding of ITSM in large organizations
Experience in transferring knowledge to others
Comfortable interacting with all levels of management
Working knowledge or ITIL incident, problem and release management process and procedures
Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer
Experience dealing with technical end-users in support roles
ServiceNow is an Equal Employment 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.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550, or [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.