Senior Staff Problem Manager

ServiceNow; City of Parramatta; On-site; AUD 120,000 - 160,000; Full time

Job summary

ServiceNow is seeking a Problem Manager to own root cause investigations, collaborate with Development, Infrastructure, and Customer Support, and drive remediation for critical issues. You will help prioritise and execute problems, and implement data-driven quality improvements across the organization.

The role requires strong analytical skills, ITIL familiarity, and hands-on scripting with JavaScript or Python in a fast-paced environment.

Qualifications

• Minimum five years of technical experience with at least two years in 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.

Responsibilities

• Drive root cause investigations for high impact/high visibility escalated issues.
• Collaborate with cross-functional teams to achieve the best resolution for customers.
• Ensure prioritization, planning, and execution of problems to achieve the best results for the company and 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.
• Lead by example to cultivate and maintain a culture built on teamwork and collaboration.

Skills

Root cause analysis

Problem management

Communication

Leadership

Scripting: JavaScript/Python

Education

Bachelor's degree in CS/IT

ITIL certification

Tools

ServiceNow

ITSM tools

Job description

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Role

Problem Managers play an integral part in ServiceNow's success, and we work closely with Development, Infrastructure,and Customer Supporttomanage known errors, mitigate impact, and driveremediation.

What you get to do in this role

• Drive root cause investigationsfor the high impact/high visibility escalated issues.
• Collaborate with the cross functional teams to achieve the best resolution for our customers.
• Ensuretheprioritization, 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.

Qualifications

To be successful in this role you have:

• Minimum five (5) years of technical experience with at least two (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.

Desirable Skills and Experience

• 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 ofthe ServiceNow product.
• Understanding of Java or any other programming language

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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