Senior Problem Manager

Summary

Join ServiceNow as a Problem Manager and collaborate with Development and Customer Support teams to manage known errors, mitigate impact, and drive remediation. Drive root cause investigations for escalated issues, collaborate with cross-functional teams for resolutions, and ensure prioritization and execution of problem-solving initiatives. Develop and implement quality and process improvements, contribute to problem management process design, and lead by example to foster teamwork. Leverage your experience in integrating AI into work processes and possess strong analytical and problem-solving skills. This role requires proficiency in problem management processes, experience with IT service management tools (especially ServiceNow), and strong scripting skills. A Bachelor's degree in a related field and ITIL certification are preferred.

Requirements

• 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 AI’s potential impact on the function or industry
• 6+ years of technical experience with at least 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
• Bachelor’s degree in computer science, Information Technology, or related field; ITIL certification preferred

Responsibilities

• 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

Preferred Qualifications

• Regulatory clearance to work in a regulated environment, with a 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

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs