Senior Problem Manager

Employment Type: Full-time Location Type: Remote Salary: $112,200 - $196,400 (base pay, plus equity, variable/incentive compensation, and benefits)

Company Description

ServiceNow, founded in San Diego, California in 2004 by Fred Luddy, is a global market leader in AI-enhanced technology. We serve over 8,100 customers, including 85% of the Fortune 500®, with our intelligent cloud-based platform that connects people, systems, and processes. Our mission is to help organizations find smarter, faster, and better ways to work and to make the world work better for everyone.

Position Overview

As a Senior Problem Manager, you will be instrumental in identifying and resolving issues within our customer cloud infrastructure. This role works closely with Development, Infrastructure Operations, and Customer Support to manage known errors, mitigate impacts, and drive remediation efforts, contributing significantly to ServiceNow's success.

Responsibilities

• Drive root cause investigations for infrastructure issues.
• Produce professional root cause analysis documentation for customers.
• Ensure the prioritization, planning, and execution of problem resolutions to achieve optimal results for the company and its customers.
• Develop and implement evidence-driven process improvement initiatives across the organization.
• Contribute to the design of the Problem Management process, data modeling, reporting, policies, and procedures.
• Provide training, coaching, and guidance to internal teams to foster problem management best practices.
• Present infrastructure issues and trends to all levels of the organization.

Qualifications

• Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving. This includes using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact.
• 6+ years of technical experience, with at least 2 years in problem/product management or a related field 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.
• Strong scripting skills in JavaScript, Python, or equivalent languages.
• 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 a related field.
• ITIL certification is strongly preferred.

We encourage you to apply even if you don't meet every qualification! We value inclusivity and welcome candidates from diverse backgrounds and non-traditional paths.

Benefits and Compensation

• Base Pay: $112,200 - $196,400 (subject to change based on qualifications, skill level, competencies, and work location).
• Additional Compensation: Equity (when applicable), variable/incentive compensation, and competitive On Target Earnings (OTE) for sales positions.
• Benefits: Health plans (including flexible spending accounts), 401(k) Plan with company match, Employee Stock Purchase Plan (ESPP), matching donations, flexible time away plan, and family leave programs.