Senior Problem Manager - Cloud Infrastructure

Summary

Join ServiceNow as a Senior Problem Manager to identify and remediate problems within our customer cloud infrastructure. Collaborate with Software Developers, System Administrators, and Support Technicians to manage known errors, mitigate impact, and drive remediation. You will drive root cause investigations for high-impact issues, develop creative resolutions, and contribute to process design, data modeling, and reporting. Grow problem management best practices by training and coaching internal teams. This role requires experience in integrating AI into work processes and a deep understanding of Problem Management processes in a dynamic cloud service environment.

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 experience in Information Technology or SaaS enterprise software industry
• Previous experience with enterprise cloud infrastructure
• At least 3 years of experience with Problem Management or a closely related field (program, project, release, change management) and the ability to demonstrate an in-depth knowledge of Problem Management processes in a dynamic cloud service environment
• Previous experience supporting Software as a Service (SaaS), Platform as a Service (PaaS), or Infrastructure as a Service (IaaS) for enterprise customers
• Ability to effectively communicate across all organizational levels to include executives, managers, peers, and customers
• Outstanding verbal, written, and interpersonal communication skills. Specifically, the ability to explain technical issues in a concise and complete manner
• Align teams, collaborate with cross-functional stakeholders, and deliver on multiple complex projects
• Help drive team and organizational goals while also delivering on immediate operational demands
• Ability to work independently or lead in an ambiguous, fast-paced environment
• Self-starter with strong technical skills and an 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 of ITIL, preferably ITIL v3, specifically Change, Incident, and Problem Management
• Familiarity with ServiceNow or similar workflow products

Responsibilities

• Drive root cause investigations for high impact/high visibility issues
• Collaboratively develop creative and meaningful resolutions to problems, creating the best results for our customers and the company
• Contribute to the design of new processes, data modeling, reports, policies, and procedures across operational, support, and other adjacent teams
• Grow problem management best practices across all functions and levels of the organization by training, coaching, and providing guidance to internal teams

Preferred Qualifications

Background in systems engineering, systems administration, custom automations, networking, lifecycle, or ad hoc project management is preferred