Senior Problem Manager Cloud Infrastructure Federal

Please Note:  This position will include supporting our US Public Sector customers.

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.

As a Senior Problem Manager you will focus on the identification and removal of problems within our customer cloud infrastructure. Senior Problem Managers play an integral part in ServiceNows success and we work closely with Development Infrastructure Operations and Customer Support to manage known errors mitigate impact and drive remediation. 

What you get to do in this role:

• Drive root cause investigations
• Produce professional root cause analysis documentation for customers
• Ensure the prioritization planning and execution of problem resolutions that achieve the best results for the company and our customers
• Develop and implement evidence-driven process improvement initiatives across the organization
• Contribute to the design of the Problem Management process data modeling and reporting policies and procedures
• Provide training coaching and guidance to internal teams growing problem management best practices throughout the organization
• Present to all levels of the organization on infrastructure issues and trends

Qualifications :

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry. 
• 6 years of experience with Project & Program Management with data center infrastructure and enterprise software Cloud Infrastructure and Operations environments
• Previous ServiceNow experience is strongly preferred
• Ability to effectively communicate within a team environment and across organizational levels to include peers managers and customers 
• Outstanding verbal written and interpersonal skills 
• Attention to detail and the ability to communicate the right level of detail to the right audience 
• Ability to work independently or to lead a team in a fast-paced environment 
• Self-starter with strong technical skills and the ability to learn new technologies quickly 
• Ability to lead and contribute to a technical investigation across hardware networking and internal tooling or a mix as required to determine root cause and preventative measures
• Have working knowledge and applied skills in ITIL (preferably ITIL v3)- specifically Change Incident and Problem Management 
• Ability to query data and generate reports using one of a variety of tools including SQL Tableau Microsoft Excel Python or similar for data research and analysis tasks 
• Knowledge of the ServiceNow product 
• Bachelors degree is strongly preferred

GCS-23

For positions in this location we offer a base pay of $126800 - $221900 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 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. 

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Remote Work :

No

Employment Type :

Full-time