Senior Problem Manager — AI-Driven ITSM Leader

ServiceNow, Inc.; Sydney; On-site; AUD 140,000 - 180,000; Full time

Job summary

ServiceNow in Sydney is seeking an experienced Problem Manager to work with Development, Infrastructure and Customer Support to manage known errors, mitigate impact, and drive remediation.

You will drive root cause investigations, collaborate with cross-functional teams to resolve customer issues, and oversee prioritization and execution of remediation. You’ll develop process improvements and contribute to data reporting, leading a culture of teamwork.

Qualifications

• Minimum five years of technical experience with at least two years in problem/product management or related customer support/engineering role.
• Proficiency in problem management processes and methodologies.
• Strong analytical and root cause analysis skills.
• Experience with IT service management tools, especially ServiceNow.
• Strong scripting abilities in JavaScript or Python.

Responsibilities

• Drive root cause investigations for high impact escalations.
• Collaborate with cross functional teams to resolve customer issues.
• Oversee prioritization, planning, and execution for remediation.
• Develop and implement quality and process improvements.
• Contribute to design of Problem Management processes, data modeling and reporting.
• Lead by example to foster teamwork and collaboration.

Skills

Root cause analysis

Problem management

Scripting

JavaScript

Communication

Education

Bachelor's degree in CS/IT

ITIL certification preferred

Tools

ServiceNow

Job description

ServiceNow in Sydney is seeking an experienced Problem Manager to work with Development, Infrastructure and Customer Support to manage known errors, mitigate impact, and drive remediation.

You will drive root cause investigations, collaborate with cross-functional teams to resolve customer issues, and oversee prioritization and execution of remediation. You’ll develop process improvements and contribute to data reporting, leading a culture of teamwork.