Manager, Software Quality Engineering

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

What you get to do in this role:

We focus on providing the tools and platform for organizations in every industry to provide high-quality customer service - whether the customer is an individual, family, organization, citizen, or patient. We do this by making it easy to intelligently orchestrate and automate work across the entire organization to solve customer issues quickly and at lower cost.

Our org comprises three major teams. Customer Service Management (CSM) builds out all the capabilities needed across industries to ensure great customer service. Field Service Management (FSM) creates everything needed to coordinate and execute work in the field. Approximately 20% of the time Customer Service needs to have someone physically go to a customer to do the work needed. And Industries, which takes the horizontal CSM, FSM, and other ServiceNow products, and modifies them to accelerate time-to-value and increase the realized value for organizations within specific industries. So far, we’ve tackled products designed for Telecom, Tech, Public Sector, Financial Services, and Healthcare, and Life Sciences, with more to come. Together, we are transforming how companies all over the world serve their customers.

As part of this role, This person would be managing and leading L2C Quality Engineering team. This roles requires technical leadership, process guidance in additional people management.

Qualifications

To be successful in this role you have:

• 7+ years of software product quality engineering experience including test planning, implementation and execution.
• 5 + years of Experience in a management position for technical teams
• Advanced working knowledge of test engineering processes and methodologies; Expertise in test planning, test case management, code coverage and defect analysis.
• Significant hands-on experience in project management and Agile/Scrum product development life cycles
• Thorough understanding of performance testing and automation testing.
• Demonstrated leadership, coaching and mentoring skills combined with flexibility working in a dynamic, fast moving product development environment.
• Collaborative but decisive personal style; highly effective communicator and problem solver.
• Manage multiple competing priorities while driving resolution and getting results
• Delivering Support for identified functions – driving resolution, reporting & managing SLA, and KPI, root cause analysis. Perform the role of Critical Escalation Manager.
• Hiring, mentoring, and managing team of QA & Support Engineers
• Open to travel – This role might require occasional travel

JV20

For positions in the Bay Area, we offer a base pay of $137,500 - $240,500, 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 l