Senior Support Quality Specialist
2 weeks ago
As a Senior Support Quality Assurance Specialist, your purpose is to execute upon the Quality assurance and monitoring strategy as defined by the Quality Program Leader, to prevent poor customer experiences and enable amazing ones. Key facets of the role include optimization of quality processes, case analysis, reporting, and other initiatives to drive meaningful improvement in the overall case experience.
You are a driver and oriented to people, data and results with an eye for detail. You maintain a high sense of ownership in your work and have a demonstrated ability to influence without authority.
Impact: This role supports our strategic goals and vision on customer and employee experience.
What You Get To Do In This Role:
· Spearhead quality optimization projects including process and documentation optimization, data gathering and analytics, participating in UAT, case and project monitoring
· Build reports and work with large data sets to define problems, establish facts and draw conclusions that enable you to act on findings. Conduct and produce deep dive root cause case analysis studies that include both human review and data analysis.
· Package and present findings to different audiences; concisely author status updates and readouts that include key focus areas and remediation plan status.
· Conduct and report on case quality audits for a monthly quota of cases.
· Provide guidance, standardized reporting, resources and basic support on SME or manager level quality initiatives.
QualificationsTo 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.
· 5-7 years program/project management experience with demonstrated success enabling support experience excellence (within an enterprise support environment preferred).
· Strong critical thinking skills and ability to work independently. · Strong reporting and analytics skills on the ServiceNow platform with basics of data organization principles for reporting and business intelligence.
· Ability to work with global teams.
· Advanced Excel and PowerPoint skills.
· Familiarity with automation in customer quality assurance processes and systems. Big picture thinking to contribute to the evolution of this part of the business.
· Solid problem solving, communication and collaboration skills; ability to concisely package and present program status, findings and insights in PowerPoint .
· Ability to adjust and pivot in times of rapid growth and change, evolving with the business and our technologies.
· Drive to stay current in Support Quality best practices, introduce new ways of working and implementing them to help us achieve our goals
Bonus Points:
· Lean/Six Sigma Green Belt+, PMP certifications
· ServiceNow Administration Certification
· Experience working in high paced enterprise support organizations
· Familiarity with Artificial Intelligence
JV20
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
Additional InformationWork 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. 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 nationality, ancestry, age, disability, gender identity or expression, marital status, 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 globaltalentss@servicenow.com 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.
From Fortune. 2024 Fortune Media IP Limited. All rights reserved. Used under license.
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