Major Incident Manager

ServiceNow is changing the way people work with a service orientation toward the activities, tasks, and processes that make up day-to-day work life. We're a disruptive company that works hard but doesn't take ourselves too seriously. We're highly adaptable and constantly evolving, passionate about our product, and living for our customers.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• Minimum of 3 to 5+ years' experience in critical/crisis management for technical customer escalations
• Bachelor's 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 fast-paced, highly dynamic situations
• Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive-level management
• 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
• 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)

Benefits

• Competitive compensation
• Generous benefits
• Professional atmosphere
• Collaborative and inclusive work environment
• Opportunity to grow professional careers through working with advanced technology and talented developers
• Health plans
• Flexible spending accounts
• 401(k) Plan with company match
• ESPP
• Matching donations
• Flexible time away plan
• Family leave programs