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ServiceNow is seeking a Senior Staff Problem Manager to drive operational excellence and service reliability across the organization. In this role, you will lead root cause investigations for high-impact, high-visibility escalated issues, collaborating closely with Development, Infrastructure, and Customer Support teams to manage known errors, mitigate customer impact, and drive remediation.
Key responsibilities include:
- Driving root cause investigations for high-impact and high-visibility escalated issues
- Collaborating with cross-functional teams to achieve optimal resolution for customers
- Ensuring prioritization, planning, and execution of problems to deliver results for the company and customers
- Developing and implementing evidence-driven quality and process improvement initiatives across the organization
- Contributing to the design of Problem Management processes, data modeling, and reporting
- Leading by example to cultivate and maintain a culture built on teamwork and collaboration
You will work within ServiceNow's distributed work model with flexibility and trust-based work personas. The role offers the opportunity to make a significant impact on service reliability and drive continuous improvement across a Fortune 500 customer base.
REQUIREMENTS:
- Minimum 5 years of technical experience with at least 2 years in problem/product management or allied field (customer support, operations, or engineering)
- Proficiency in problem management processes and methodologies
- Strong analytical and problem-solving skills with 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
- Excellent communication, collaboration, and leadership abilities
- Ability to thrive in fast-paced, dynamic environment and manage multiple priorities
- Bachelor's degree in Computer Science, Information Technology, or related field (ITIL certification preferred)
DESIRABLE SKILLS:
- Strong understanding of compliance requirements and 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 other programming languages
