Manager, Account Escalation Engineering (US/APJ)

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

Manager, Account Escalation Engineering (US/APJ)

Team & Role

Our Account Escalation Engineering (AEE) team is the pinnacle of Global Technical Support and has engineers who are collectively responsible for providing technical leadership and direction to some of the most complex and demanding customer escalations in ServiceNow.  They drive successful closure of technical issues via collaboration with cross functional teams across the company while delivering the highest degree of customer satisfaction.

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

To sustain our explosive growth, we are looking for drivers—people who thrive on responsibility and live for the next big challenge.  We seek to employ the brightest and most forward-thinking talent on the planet, and we want to hire people who have their best work ahead of them, not behind them.  Accelerate your career and succeed in an environment where you can make an impact daily.  We invite you to join in to stand out.

We are currently seeking a Manager to lead our US/APJ Account Escalation Engineering team.

What you get to do in this role:

This is an extremely visible role within a highly innovative team where we provide outstanding customer support in the most challenging of circumstances.  The AEE manager oversees the US AEE team’s activities and works closely with Account Escalation leadership to ensure the timely resolution of customer issues and execution of strategic projects.  This is an exciting and challenging role for candidates with both business acumen and technical expertise.  Successful candidates will be invited to collaborate with a global leadership team on process improvements and strategic initiatives including the opportunity to work with ServiceNow Impact teams.

NOTE: This is not a Sales or Sales Support role.

This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.

What you get to do in this role:

  Ensures customers and other stakeholders receive excellent and consistent service.

·       Develop and maintain efficient and effective operations leading to ongoing enhanced customer experiences.

·       Be a servant leader who is devoted to making individuals in their team successful through effective coaching and mentoring via regular touchpoints

·       Foster the highest level of commitment among our people through transparent communication about business challenges, successes and results.

·       Creates an environment which encourages people to think, behave, take action and control work and make decisions to attain clear goals.

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