Major Incident Manager

This position reports to: Manager Major Incident Management

ServiceNow is changing the way people work. With a service orientation toward the activities tasks and processes that make up daytoday work life we help the modern enterprise operate faster and be more scalable than ever before.

Were disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

*Please note this opening is for the following shift: Monday Friday 85 or 96 PST*

This position requires passing a ServiceNow background screening USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements only US citizens US naturalized citizens or US Permanent Residents holding a green card will be considered.

The Major Incident Manager is a key driver for managing the resolution of technical problems with serious consequences to ServiceNow or our customers. This responsibility includes collaborating and partnering with the entire organization to drive action and foster growth. As a member of the Global Technical Support team the Major Incident Manager is both technically competent and business oriented. The Major Incident Manager must be able to work outside of normal business hours (weekend shifts holidays & evenings) as needed. At all times the Major Incident Manager will ensure:

Drive incidents to resolution and ensure accurate and timely customer and executive communications.

Ensure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordingly.

Ensure that incident management processes are followed and that incident postmortems are completed to capture process deviations and areas for improvements.

Deliver consistent communication to Management and customers.

Own the customer situation as a single point of contact for the customer escalation team.

What you get to do in this role: 

Drive the ServiceNow Major Incident Management Process for critical customer situations

Coordinate with peer managers worldwide on resources issues and schedules

Assemble work with and manage crossorganizational teams

Support accurate and consistent maintenance of technical and management escalation processes

Primary lead for Customer Support during customer outages

Ownership and of the active critical incident management process including:

Facilitate the resolution effort and determine when it is necessary to engage additional resources if the resolution effort is stalled during the call with stakeholders

Engagement of escalation management resources

Manage customer and internal communications at an executive level

Timeline documentation and review

Manage event communications:

Establish and manage bridge calls with engineers and customers on single customer outage

Attend and drive multicustomer outage bridges

Crafts business appropriate communications for the affected operating groups and manages communication on a critical incident conference call

Post event program management

Incident Resolution handoffs along with detailed notes and a summary of the business impact and duration to the Problem Management team

Perform other duties and projects as assigned

Qualifications :

Qualifications and technical skills that will lead to your success:

Minimum of 4 years experience in critical/crisis situation management for technical customer escalations

Bachelors degree in business computer science engineering or related field or equivalent experience

Excellent communication skills (both verbal and written)

Experience supporting and managing technical environments; demonstrated leadership skills under fastpaced highly dynamic situations

Excellent written and verbal communication skills are required including the ability to communicate technical concepts clearly and effectively.

The ability to communicate confidently and clearly on conference calls in meetings and via email at all levels of the organization is essential.

A team player who is influential and builds good working relationships across all functions.

Ability to facilitate conversations with large groups of remote people.

Ability to maintain calm during stressful situations.

We provide competitive compensation generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

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 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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