Senior Problem Manager - Cloud Infrastructure - Federal

Please Note:  This position will include supporting our US Public Sector customers.

“This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening.  Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.

As a Senior Problem Manager, you will focus on the identification and removal of problems within our customer cloud infrastructure. Senior Problem Managers play an integral part in ServiceNow’s success, and we work closely with Development, Infrastructure Operations, and Customer Support to manage known errors, mitigate impact, and drive remediation. 

What you get to do in this role:

• Drive root cause investigations
• Produce professional root cause analysis documentation for customers
• Ensure the prioritization, planning, and execution of problem resolutions that achieve the best results for the company and our customers
• Develop and implement evidence-driven process improvement initiatives across the organization
• Contribute to the design of the Problem Management process, data modeling and reporting, policies, and procedures
• Provide training, coaching and guidance to internal teams, growing problem management best practices throughout the organization
• Present to all levels of the organization on infrastructure issues and trends