Senior Staff Problem Manager

Sydney - Australia

Monthly Salary: Not Disclosed

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

Role

Problem Managers play an integral part in ServiceNows 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 reporting
Leading by example to cultivate and maintain a culture built on teamwork and collaboration.

Qualifications :

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.
Bachelors 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

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 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 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.

Remote Work :

Employment Type :

Full-time

RoleProblem Managers play an integral part in ServiceNows 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 roleDrive root cause investigations for the high impact/high visibility ...

Role

Problem Managers play an integral part in ServiceNows 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 reporting
Leading by example to cultivate and maintain a culture built on teamwork and collaboration.

Qualifications :

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.
Bachelors 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

Additional Information :

Work Personas

Equal Opportunity Employer

Accommodations

Export Control Regulations

Remote Work :

Employment Type :

Full-time

Key Skills

Cloud Infrastructure
IaaS
Interviewing
Media Relations
Technical Writing
Relational Databases
Cloud Computing
AP Style
PaaS
Research Experience
Journalism
Writing Skills

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About Company

ServiceNow

Learn here. Grow here. Make a difference here. At ServiceNow, our cloud?based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and enterprises. Were growing fast, innovating even faster, and making an impact on our c ... View more

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