Senior Problem Manager

1 month ago


Hyderabad, Telangana, India ServiceNow Full time
Company Description

ServiceNow embraces a culture of innovation and teamwork to drive success for both customers and employees alike. We believe in dreaming big, supporting each other, and creating a diverse and inclusive environment where everyone's voice is valued. With a strong customer base and accolades as one of the best companies to work for, we are proud to be pioneers in our field.

Job Description

Role

This position focuses on identifying and resolving issues within our customer cloud. Senior Problem Managers are essential to our operations, collaborating closely with various teams to manage errors, minimize impact, and facilitate solutions.

What you get to do in this role:

  • Conduct root cause investigations
  • Ensure effective problem prioritization, planning, and execution for optimal outcomes
  • Implement process improvement initiatives based on data-driven insights
  • Contribute to enhancing the Problem Management process and related procedures
  • Provide training and guidance to internal teams to cultivate problem management best practices
Qualifications

To excel in this role, you should have:

  • Minimum 3 years of Problem Management experience in a dynamic cloud service environment
  • Knowledge of SaaS, PaaS, or IaaS
  • Excellent communication and interpersonal skills
  • Strong writing abilities for customer-facing documentation
  • Attention to detail and the ability to tailor communication based on the audience
  • Capacity to work independently or collaboratively in a fast-paced setting
  • Technical proficiency and a willingness to learn new technologies
  • ITIL knowledge, preferably in Change, Incident, and Problem Management
  • Experience with data querying and analysis tools such as SQL, Tableau, or Excel
  • Familiarity with ServiceNow
  • Bachelor's degree in a technical or related field
Additional Information

ServiceNow values diversity and is an Equal Employment Opportunity Employer. We prioritize flexibility and trust in our work environment, catering to various work preferences. We are committed to compliance with regulations and maintaining a safe job application process.



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