Senior Problem Manager – Cloud Infrastructure
| Company | ServiceNow |
|---|---|
| Location | Orlando, FL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
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 experience in Information Technology or SaaS enterprise software industry
- Previous experience with enterprise cloud infrastructure
- At least 3 years of experience with Problem Management or a closely related field (program, project, release, change management) and the ability to demonstrate an in-depth knowledge of Problem Management processes in a dynamic cloud service environment
- Previous experience supporting Software as a Service (SaaS), Platform as a Service (PaaS), or Infrastructure as a Service (IaaS) for enterprise customers.
- Ability to effectively communicate across all organizational levels to include executives, managers, peers, and customers.
- Outstanding verbal, written, and interpersonal communication skills. Specifically, the ability to explain technical issues in a concise and complete manner.
- Align teams, collaborate with cross-functional stakeholders, and deliver on multiple complex projects.
- Help drive team and organizational goals while also delivering on immediate operational demands.
- Ability to work independently or lead in an ambiguous, fast-paced environment.
- Self-starter with strong technical skills and an ability to learn new technologies quickly.
- Ability to lead and contribute to a technical investigation across hardware, networking, and internal tooling or a mix as required to determine root cause and preventative measures.
- Have working knowledge of ITIL, preferably ITIL v3, specifically Change, Incident, and Problem Management.
- Familiarity with ServiceNow or similar workflow products.
Responsibilities
- Drive root cause investigations for high impact/high visibility issues.
- Collaboratively develop creative and meaningful resolutions to problems, creating the best results for our customers and the company.
- Contribute to the design of new processes, data modeling, reports, policies, and procedures across operational, support, and other adjacent teams.
- Grow problem management best practices across all functions and levels of the organization by training, coaching, and providing guidance to internal teams.
Preferred Qualifications
- Background in systems engineering, systems administration, custom automations, networking, lifecycle, or ad hoc project management is preferred.