Senior Staff Problem Manager (Fully Remote)

ServiceNow; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

ServiceNow in the United States is seeking a Problem Manager to drive root cause investigations for high-impact escalated issues and collaborate with cross-functional teams to resolve customer problems.

The role emphasizes prioritization, planning, and execution of problems with strong analytical skills and experience using ServiceNow and ITSM tools.

Qualifications

• Five+ years technical experience, 2+ in problem/product management.
• Strong analytical skills and root cause analysis.
• Experience with ServiceNow and ITSM tools.

Responsibilities

• Drive root cause investigations for high-impact escalated issues.
• Collaborate with cross-functional teams to resolve customer issues.
• Ensure prioritization, planning, and execution of problems.

Skills

Root cause analysis

Problem management

Analytical thinking

Cross-functional collaboration

Tools

ServiceNow

ITSM tools

Java

Job description

• Drive root cause investigations for high-impact escalated issues.
• Collaborate with cross-functional teams to resolve customer issues.
• Ensure prioritization, planning, and execution of problems.

Qualifications:

• Five+ years technical experience, 2+ in problem/product management.
• Strong analytical skills and root cause analysis.
• Experience with ServiceNow and ITSM tools.

Desired Skills:

• ITIL knowledge, especially v3.
• Understanding of Java or other programming languages.

ServiceNow

We are the AI control tower for business reinvention, bringing together any AI, any data, and any workflow. We help 85% of the Fortune 500 work smarter and are building an AI-native culture where technology and talent are unstoppable together.