Problem Manager - Cloud Operations

Company Description

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.

Job Description

As a Problem Manager, you will focus on the identification and removal of problems within our customer cloud infrastructure. Senior Problem Managers play an integral part in ServiceNow’s success, and we work closely with Development, Infrastructure Operations, and Customer Support to manage known errors, mitigate impact, and drive remediation. 

What you get to do in this role:

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

Qualifications

To 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. 
• 4+ years of experience with Problem Management within Cloud Infrastructure or Cloud Ops
• The ability to demonstrate an in-depth knowledge of Problem Management processes in a dynamic cloud service environment 
• Experience supporting Software as a Service (SaaS), Platform as a Service (PaaS) or Infrastructure as a Service (IaaS) 
• Ability to effectively communicate within a team environment and across organizational levels to include peers, managers, and customers 
• Outstanding verbal, written and interpersonal skills 
• Attention to detail and the ability to communicate the right level of detail to the right audience 
• Ability to work independently or to lead a team in a fast-paced environment 
• Self-starter with strong technical skills and ability to learn new technologies quickly 
• Ability to lead and contribute to a technical investigation across hardware, networking and internal tooling or a mix as required to determine root cause and preventative measures
• Have working knowledge and applied skills in ITIL, (preferably ITIL v3)- specifically Change, Incident and Problem Management 
• Ability to query data and generate reports using one of a variety of tools, including SQL, Tableau, Microsoft Excel, Python, or similar for data research and analysis tasks 
• Knowledge of the ServiceNow product 
• Bachelor’s degree in technical field or related discipline 

GCS-23

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!

For positions in this location, we offer a base pay of $92,300 - $152,300, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

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