About this role
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.
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 reportingLeading by example to cultivate and maintain a culture built on teamwork and collaboration.
Note: This position requires Australian Baseline Security Clearance. If offered employment, you must be willing to complete and successfully pass the adjudication process. Australian citizens currently residing in Australia will be considered.
To be successful in this role you have
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.Desirable Skills and Experience
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 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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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.
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