Manager Account Escalation Engineering US
Manager Account Escalation Engineering US
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Job Description
Manager Account Escalation Engineering (US)
Team & Role
Our Account Escalation Engineering (AEE) 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 successful closure of technical issues via collaboration with cross functional teams across the company while delivering the highest degree of customer satisfaction.
ServiceNow is changing the way people work. With a serviceorientation 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 US Account Escalation Engineering 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 AEE manager oversees the US AEE 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.
This position prefers candidates who can pass a ServiceNow background screening USFedPASS (US Federal Personnel Authorization Screening Standards). This screening may include a credit check criminal/misdemeanor check and a drug test. Employment is contingent upon successful completion of the screening. Due to Federal guidelines preference will be given to US citizens US naturalized citizens or US Permanent Residents (holding a green card)
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 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 :
To be successful in this role you have:
To be successful in this role you have:
Required Skills:
A minimum of 6 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.
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:
We are a dynamic and rapidly growing software company with a strong sense of dedication to our customers. We work hard but try not to take ourselves too seriously. 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. We provide competitive compensation generous benefits and a professional yet relaxed atmosphere.
JV20
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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Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
