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Senior Problem Manager – Cloud Operations
| Company | ServiceNow |
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| Location | San Diego, CA, USA |
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| Salary | $107400 – $187800 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior |
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Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
- 6+ years of technical experience with at least 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; ITIL certification preferred.
Responsibilities
- Drive root cause investigations for the high impact/high visibility escalated issues.
- Collaborate with the cross functional teams to achieve the best resolution for our customers.
- Ensure the prioritization, planning, and execution of problems to achieve the best results for the company and our 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.
- Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
Preferred Qualifications
- Regulatory clearance to work in a regulated environment, with a strong understanding of compliance requirements and adherence to regulatory standards.
- Have 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.
