Manager Account Escalation Analysts

Job Description

Team & Role

Our Account Escalation Analysts (AEA) team is the pinnacle of Global Technical Support and has engineers who are collectively responsible for providing technical leadership and direction to some of the most complex and demanding customer escalations in ServiceNow.  They drive the successful closure of technical issues via collaboration with crossfunctional teams across the company while delivering the highest degree of customer satisfaction.

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.

To sustain our explosive growth we are looking for driverspeople who thrive on responsibility and live for the next big challenge.  We seek to employ the brightest and most forwardthinking talent on the planet and we want to hire people who have their best work ahead of them not behind them.  Accelerate your career and succeed in an environment where you can make an impact daily.  We invite you to join in to stand out.

We are currently seeking a Manager to lead our Hyderabad Account Escalation Analyst team.

What you get to do in this role:

This is an extremely visible role within a highly innovative team where we provide outstanding customer support in the most challenging of circumstances.  The AEA manager oversees the Hyderabad AEA teams activities and works closely with Account Escalation leadership to ensure the timely resolution of customer issues and of strategic projects.  This is an exciting and challenging role for candidates with both business acumen and technical expertise.  Successful candidates will be invited to collaborate with a global leadership team on process improvements and strategic initiatives including the opportunity to work with ServiceNow Impact teams.

NOTE: This is not a Sales or Sales Support role.

Responsibilities

• Ensures customers and other stakeholders receive excellent and consistent service.
• Develop and maintain efficient and effective operations leading to ongoing enhanced customer experiences.
• Be a servant leader who is devoted to making individuals in their team successful through effective coaching and mentoring via regular touchpoints
• Foster the highest level of commitment among our people through transparent communication about business challenges successes and results.
• Creates an environment which encourages people to think behave take action and control work and make decisions to attain clear goals.
• Evaluation of current processes technology and organizational skills to identify areas of improvement and opportunities for advancement.
• Refine analyze and validate the effectiveness of predictive models to solve business problems and achieve growth and profit business objectives.
• Determines best hiring strategy to align technical support staff for an everevolving product suite.
• Responsible for People Management Attrition management productivity employee morale resource allocation and utilization team motivation and skills training.

Qualifications :

Required Skills: 

• Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry. 
• A minimum of 9 years of Technical Support or Service Management experience with a minimum of 2 years in a supervisory role is preferred.
• Demonstrated ability to coach highlyadvanced technical resources.
• Customer first mindset and a Get it done attitude are critical success factors for this role.
• Hands on leader who would not hesitate to roll up the sleeves and get down to the details
• Demonstrated ability to provide exceptional internal and external support.
• Demonstrated ability to manage complex product support and release environments.
• Ability to lead change by effectively building commitment and winning support for initiatives.
• A trustworthy leader with a reputation for fairness dependability and adherence to high ethical standards.  Strong analytical and problemsolving skills.
• A highenergy entrepreneurial selfstarter independent decision maker and risktaker who sets steep personal and business goals and successfully develops and executes plans to achieve them.
• Excellent communication skills both oral and written.
• Excellent presentations skills
• Good technical experience of either Administering supporting or implementing enterprise application software
• Good understanding of software debugging techniques for a distributed applications e.g a large web application
• Strong awareness of modern cloud architectures and technologies
• Some handon experience of database administration scaling and troubleshooting
• Ability to manage up and across in remote/flexible working environment.

Preferred Skills: 

• Knowledge of ITIL ITSM and/or the ServiceNow Product stack 
• Prior experience of working with Predictive Models Big Data Tableau is highly desirable

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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