Senior Problem Manager - Cloud Operations

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

Job summary

An established industry player is seeking a Senior Problem Manager to lead initiatives that enhance service reliability and drive continuous improvement. This role will involve collaborating with various teams to manage escalated issues and implement evidence-driven quality enhancements across the organization. Candidates should have a strong background in problem management processes and a passion for leveraging AI in decision-making. Join a dynamic environment where your contributions will significantly impact the organization and its customers.

Benefits

Flexible Spending Accounts

401(k) Plan with Company Match

Employee Stock Purchase Plan

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 cross-functional teams for optimal resolutions.

Skills

Problem Management

Analytical Skills

AI Integration

Communication

Leadership

Education

Bachelor's Degree in Computer Science

ITIL Certification

Tools

ServiceNow

IT Service Management Tools

Job description

Senior Problem Manager - Cloud Operations

• Full-time
• Employee Type: Regular
• Region: AMS - North America and Canada
• Work Persona: Flexible or Remote

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. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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.
• Prioritize, plan, and execute problem management initiatives 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 foster a culture of teamwork and collaboration.

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, including using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the industry.
• 6+ years of technical experience with at least 2 years in problem/product management or related fields 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.
• 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.

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 other programming languages.

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 of the role and is subject to change.

We approach our distributed work environment with flexibility and trust. Work personas (flexible, remote, or required in-office) are categories assigned to employees depending on their work nature. 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, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other protected category by law. Applicants with arrest or conviction records will also be considered 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 need an alternative application method, please contact [emailprotected] 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 need to obtain export control approval from government authorities for certain individuals. Employment is contingent upon ServiceNow obtaining any necessary export licenses or approvals.