Senior Problem Manager - Cloud Operations

ServiceNow; San Diego (CA); On-site; USD 107,000 - 188,000; Full time

Job summary

An established industry player seeks a proactive Problem Manager to enhance service reliability and drive continuous improvement. This role involves collaborating with cross-functional teams, managing known errors, and implementing quality initiatives across the organization. The ideal candidate will possess strong analytical skills, a solid understanding of AI integration, and a passion for problem-solving. Join a forward-thinking company that values inclusivity and offers competitive compensation, along with numerous benefits, including flexible work arrangements. If you're ready to make a significant impact, we encourage you to apply!

Benefits

401(k) Plan with company match

Health plans including flexible spending accounts

Equity options

Flexible time away plan

Family leave programs

Qualifications

• 6+ years of technical experience in problem/product management.
• Proficiency in problem management processes and methodologies.

Responsibilities

• Drive root cause investigations for high impact issues.
• Collaborate with teams to achieve optimal resolutions.

Skills

AI Integration

Problem Management

Analytical Skills

JavaScript

Python

Communication Skills

Leadership Skills

Education

Bachelor's Degree in Computer Science

ITIL Certification

Tools

ServiceNow

IT Service Management Tools

Job description

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

This role is for a Problem Manager.
Problem Managers are integral to ServiceNow’s success, working closely with Development and Customer Support to manage known errors, mitigate impact, and drive remediation.

What you get to do in this role:

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

Qualifications

To be successful in this role you have:

• 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 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.
• 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 a related field; ITIL certification preferred.

Desired Skills

• Regulatory clearance to work in a regulated environment, with a strong understanding of compliance requirements and adherence to regulatory standards.
• 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.

If you are a proactive problem solver with a passion for improving service reliability and driving continuous improvement, we encourage you to apply for this exciting opportunity to make a significant impact.

GCS-23

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $107,400 - $187,800, plus equity (when applicable), variable/incentive compensation, and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan, and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin, or other protected categories. We also consider applicants with arrest or conviction records 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, please contact [e-mail].

Export Control Regulations

For positions requiring access to controlled technology, ServiceNow may need to obtain export control approval from government authorities. Employment is contingent upon obtaining any required export licenses or approvals.

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