Job Description

Company Description At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can\'t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. With more than 7,700+ customers, we serve approximately 85% of the Fortune 500 , and we\'re proud to be one of FORTUNE 100 Best Companies to Work For and World\'s Most Admired Companies . Learn more on and about their experiences working at ServiceNow. Unsure if you meet all the qualifications of a job description but are deeply excited about the role We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates. What you get to do in this role: Drive the ServiceNow Major Incident Management Process for critical customer situations Coordinate with peer managers worldwide on resources, issues and schedules Manage and report ongoing CritSit metrics Support accurate and consistent maintenance of technical and management escalation processes Create and maintain recovery playbooks for commonly occurring customer patterns and issues Primary lead for Technical Support during customer outages Ownership and execution of the active critical incident management process, including: Event analysis, applying the ITIL framework for severity and impact Facilitate the resolution effort and determine when it is necessary to engage additional resources if the resolution effort is stalled during the call with stakeholders Engagement of escalation management resources Manage customer and internal communications at an executive level Timeline documentation and review Manage event communications: Establish and manage bridge calls with engineers and customers on single customer outage Crafts business appropriate communications for the affected operating groups and manages communication on a critical incident conference call Post event program management Conduct post-event analysis, leveraging the ITIL problem management process and relationships with engineering to assure that issues to prevent further occurrences Incident Resolution handoffs along with detailed notes and a summary of the business impact and duration to the Problem Management team Perform other duties and projects as assigned Qualifications Qualifications and technical skills that will lead to your success: Minimum of 8 years experience in critical/crisis situation 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) The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential 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 Crafts business appropriate communications for the affected operating groups and managescommunication on a major incident conference call Extensive experience supporting and managing technical environments demonstrated leadership skills under 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 Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards 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 working knowledge with relational databases (e.g.MySQL, Oracle) We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business. Additional Information ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law. At ServiceNow, we lead with flexibility and trust in our distributed world of work. to learn about our work personas: flexible, remote and required-in-office. If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance. For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government. Please Note: Fraudulent job postings/job scams are increasingly common. to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the . From Fortune. 2022 Fortune Media IP Limited All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.

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