What you get to do in this role:
- Profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs., increasing efficiency, and implementing/upholding change management, etc.
- Responsible for People Management, including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.
- Participate in and provide oversight to Change Management as it relates to Customer and Technical Support.
- Own and bring to conclusion customer escalations by working with cross-teams in Support, Development, and Operations teams
- Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
- Represent the Platform, Product and ServiceNow effectively with internal and external customers.
- Manage major operations outages and communications to the customers.
- Participate in weekend and holiday on-call rotation as required.
- Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
- Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.
- Manage to the company鈥檚 and department鈥檚 vision, goals, mission and values.