Manager, Account Escalation Analysts

ServiceNow is seeking a Manager to lead the Account Escalation Analyst team in Hyderabad. The team provides technical leadership and direction to complex customer escalations, and the Manager will oversee the team's activities and work closely with leadership to ensure timely resolution of customer issues.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• A minimum of 9 years of Technical Support or Service Management experience, with a minimum of 2 years in a supervisory role is preferred.
• Demonstrated ability to coach highly-advanced technical resources.
• Customer first' mindset and a 'Get it done' attitude are critical success factors for this role.
• Ability to lead change by effectively building commitment and winning support for initiatives.
• A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards.
• Strong analytical and problem-solving skills.
• A high-energy, entrepreneurial self-starter, independent decision maker and risk-taker who sets steep personal and business goals and successfully develops and executes plans to achieve them.
• Excellent communication skills, both oral and written.
• Good technical experience of either Administering, supporting or implementing enterprise application software

Benefits

• Excellent compensation and benefits package
• Opportunity to work with a global leadership team on process improvements and strategic initiatives
• Chance to collaborate with ServiceNow Impact teams