Senior Problem Manager - Cloud Infrastructure

As a Senior Problem Manager, you'll identify and remediate problems within our customer cloud infrastructure. Problem Managers play an integral part in ServiceNow's success, and we work closely with Software Developers, System Administrators, and Support Technicians to manage known errors, mitigate their potential impact, and drive remediation.

Requirements

• 6+ years of experience with enterprise cloud infrastructure
• At least 3 years of experience with Problem Management or a closely related field (program, project, release, change management)
• Previous experience with enterprise cloud infrastructure
• 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
• Outstanding verbal, written, and interpersonal communication skills
• 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
• Working knowledge of ITIL, preferably ITIL v3, specifically Change, Incident, and Problem Management
• Familiarity with ServiceNow or similar workflow products

Benefits

• driving root cause investigations for high impact/high visibility issues
• collaboratively developing creative and meaningful resolutions to problems
• contributing to the design of new processes, data modeling, reports, policies, and procedures
• growing problem management best practices across all functions and levels of the organization