Senior Product Success Manager

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.

What you get to do in this role: 

• Be part of the Risk Product Success team that manages and drives the overall resolution of highly visible, global and strategic customer situations, ensuring 100% customer satisfaction. 
• Handle customer issues that are unable to be solved by Support or professional services. 
• Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues. 
• Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues, often spanning multiple product lines 
• ServiceNow IRM application Configuration, Workflow Configuration , Portal Configurations 
• Development of required client specific reporting 
• Be a key member of the overall implementation partner team 
• Prepare client facing and internal deliverables that are functional and technology related 
• Mentor field resources in implementation methodology, configuration, and best practices for the Risk application suite 
• Lead requirement gathering workshops to identify critical use cases and value-based acceptance criteria 
• Hep customer to understand and agree out of the box features by product demos and discussion.
• Drive the continuous improvements of our implementation methodology based on client experiences 
• Build trusted customer relationships by coupling deep product expertise with constructive customer engagement.
• Act as the voice of our customers, conveying needs and issues internally across departments.
• Resolve customer escalations and restore customers' path to success.

Responsibilities 

• Help customer head start the implementation and adoption of ServiceNow GRC Products
  
  Manage and drive the overall resolution of highly visible, global and strategic customer situations, ensuring 100% customer satisfaction. 
• Communicate effectively with people having a broad range of technical knowledge. (Internally, partners and customers, directors to implementation specialists/engineers) 
• Collect customer requirements, use cases, and requests from the field for product feature sets 
• Explore new cutting-edge technologies for potential incorporation into different products 
• Develop best practice protocols based on experience collected from customer implementations. 
• Analyze intricate problem scenarios and develop creative solutions to resolve these issues in real time, as well as port back selected solutions into general releases. 
• Handle customer issues that are unable to be solved by Support or professional services. 
• Document a problem and solution in an after-action report that can be used to prevent future occurrences. 

 What you need to be successful in this role 

• 6+ years of experience in a B2B client-facing role (Business Consulting, Professional Services, Solution Architecture).
• Proven experience in defining and deploying 'to be' best practice GRC processes and in identifying solutions from a people, process, and technology perspective 
• Strong understanding and experience with leading GRC toolsets such as ServiceNow, OneTrust, MetricStream, RSA Archer, BWise, and SAP. 
• Experience with Enterprise (non-IT) use cases like Operational Risk and Corporate Compliance is desirable
• Extensive hands-on experience with one or more leading GRC products.
  
  (Experience with ServiceNow GRC/IRM products is desirable but not required)
• A deep sense of empathy for the customer and genuine passion in helping them succeed.
• Familiarity with frameworks like COSO, COBIT, NIST, ISO and SOX, GDPR regulations are preferred.  
• Solid experience in requirements gathering, including experience in creating process mapping documentation 
• Proven experience in driving process improvement recommendations in a Shared Services environment 
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint) 
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems 
• Experience in analyzing and recommending GRC management strategies based on business priorities 
• Prior experience of implementing /configuring ServiceNow platform is preferred
•  Prior experience in using scripting language (any of  PowerShell,  ssh, python, javascript. Xpath, Exhibits), web technology and the ability to learn new technology 
• Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity 
• Proven team player and team builder 
• A degree or equivalent, preferably in Information Technology or Cyber Security (preferred) 
• Responsible for understanding business and technical problems addressed by the products including applicable regulations, business drivers, and evolving business needs, etc. 
• Degree or equivalent, preferably in Information Technology and proven experience in technical consulting roles 

Work 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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 [email protected] 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. 

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