Senior Major Incident Manager

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.

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.

*Please note this opening is for the following shift: Tuesday Saturday 5 pm to 1 am US Pacific Shift

This position reports to: Senior Manager Major Incident Management

The Senior Major Incident Manager plays a critical role in managing the resolution of technical issues that significantly impact ServiceNow or its customers. This role requires close collaboration across the organization to drive effective solutions and foster continuous improvement. As a member of the Global Technical Support team the Major Incident Manager should have both technical expertise and strong business acumen. This role requires flexibility to work outside standard business hours including weekends holidays and evenings as needed.

Key Responsibilities:

• Lead incident resolution efforts ensuring timely and accurate communication with customers and executives.

• Ensure the appropriate resources are engaged for major incidents based on severity escalating when necessary.

• Maintain compliance with incident management processes and oversee the completion of postincident reviews to identify opportunities for improvement.

• Provide clear and consistent updates to leadership and customers.

• Serve as the primary point of contact for customer escalations ensuring a high level of accountability and responsiveness.

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 execution of the active critical incident management process including: Facilitating the resolution effort and determining 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.
• Establish and manage bridge calls with engineers and customers on singlecustomer outages.
• Attend and drive multicustomer outage bridges.
• Craft businessappropriate communications for the affected operating groups and manage communication on a critical incident conference call
• Postevent program management
• Incident Resolution handoffs along with detailed notes and a summary of the business impact and duration on the Problem Management team
• Perform other duties and projects as assigned.

Qualifications :

Qualifications and technical skills that will lead to your success:

• 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. 
• Minimum of 5 years experience in critical/crisis 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)
• Extensive experience supporting and managing technical environments; demonstrated leadership skills in fastpaced highly dynamic situations.
• Must be technically literate and be able to articulate technical issues in a meaningful way to both:  engineers and executivelevel management.
• The ability to communicate confidently and clearly on conference calls in meetings and via email at all levels of the organization is essential.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Customer focus and ownership use of own initiative and a proactive approach to work.
• Craft businessappropriate communications for the affected operating groups and manage communication on a major incident conference call.
• Crisis management skills: ability to set priorities pursue multiple threads simultaneously accurately reflect the current state and drive towards the desired state.
• Ability to maintain calm during stressful situations.
• A team player who is influential and builds good working relationships across all functions.
• Excellent project management skills including demonstrated ability to manage projects across teams where influencing skills are required.
• Experience or knowledge working with relational databases (e.g. MySQL Oracle)

We provide competitive compensation generous benefits and a professional atmosphere. This

is a very collaborative and inclusive work environment where individuals strong in 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.

Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!

Additional information

For positions in this location we offer a base pay of $121500 $212700 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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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