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About the Role
Problem Managers play an integral part in ServiceNow’s success, working closely with Development, Infrastructure, and Customer Support to manage known errors, mitigate impact, and drive remediation.
Responsibilities
- Drive root cause investigations for high impact/high visibility escalated issues.
- Collaborate with cross-functional teams to achieve the best resolution for customers.
- Ensure the prioritization, planning, and execution of problems to achieve the best results for the company and customers.
- Develop and implement evidence-driven quality and process improvement initiatives across the organization.
- Contribute to the design of the Problem Management process, data modeling, and reporting.
- Lead by example to cultivate and maintain a culture built on teamwork and collaboration.
Requirements
- Minimum five (5) years of technical experience with at least two (2) years of problem/product management or an allied field within customer support, operations, or engineering.
- Proficiency in problem management processes and methodologies.
- Strong analytical and problem-solving skills, with the ability to conduct thorough root cause analysis.
- Experience with IT service management tools, particularly the ServiceNow platform.
- Strong scripting skills in JavaScript, Python, or equivalent languages, with the ability to develop scripts and tools to enhance problem management processes.
- Excellent communication, collaboration, and leadership abilities.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Bachelor’s degree in computer science, Information Technology, or related field.
- Strong understanding of compliance requirements and adherence to regulatory standards.
- Working knowledge and applied skills in ITIL, preferably ITIL v3, Change, Incident and Problem Management.
- Knowledge of the ServiceNow product.
- Understanding of Java or any other programming language.
Skills
- Problem Management
- Root Cause Analysis
- IT Service Management
- ServiceNow Platform
- JavaScript
- Python
- ITIL
- Change Management
- Incident Management
- Java
Location
- APAC - Asia Pacific
Work Type
- Flexible
- Remote
- Regular
Experience Level
- Minimum five (5) years of technical experience
- At least two (2) years of problem/product management or an allied field
Education Level
- Bachelor’s degree in computer science, Information Technology, or related field
- ITIL certification preferred
About the Company
- ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together.
Equal Opportunity
- ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
- We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.