Major Incident Manager

This position reports to: Senior Manager, Major Incident Management

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.

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

*Please note this opening is for the following shift: Monday- Friday 8-5 or 9-6 PST*

“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.”

The Major Incident Manager is a key driver for managing the resolution of technical problems with serious consequences to ServiceNow or our customers. This responsibility includes collaborating and partnering with the entire organization to drive action and foster growth. As a member of the Global Technical Support team, the Major Incident Manager is both technically competent and business oriented. The Major Incident Manager must be able to work outside of normal business hours (weekend shifts, holidays, & evenings) as needed. At all times the Major Incident Manager will ensure:

· Drive incidents to resolution and ensure accurate and timely customer and executive communications.

· Ensure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordingly.

· Ensure that incident management processes are followed and that incident post-mortems are completed to capture process deviations and areas for improvements.

· Deliver consistent communication to Management and customers.

· Own the customer situation as a single point of contact for the customer escalation team.

What you get to do in this role:   

· Drive the ServiceNow Major Incident Management Process for critical customer situations

· Coordinate with peer managers worldwide on resources, issues and schedules

· Assemble, work with, and manage cross-organizational teams

· Support accurate and consistent maintenance of technical and management escalation processes

· Primary lead for Customer Support during customer outages

· Ownership and execution of the active critical incident management process, including:

· Facilitate the resolution effort and determine when it is necessary to engage additional resources if the resolution effort is stalled during the call with stakeholders

· Engagement of escalation management resources

· Manage customer and internal communications at an executive level

· Timeline documentation and review

· Manage event communications:

· Establish and manage bridge calls with engineers and customers on single customer outage

· Attend and drive multi-customer outage bridges

· Crafts business appropriate communications for the affected operating groups and manages communication on a critical incident conference call

· Post event program management

· Incident Resolution handoffs along with detailed notes and a summary of the business impact and duration to the Problem Management team

· Perform other duties and projects as assigned

Qualifications and technical skills that will lead to your success:

· Minimum of 4 year’s experience in critical/crisis situation management for technical customer escalations

· Bachelor’s degree in business, computer science, engineering or related field or equivalent experience

· Excellent communication skills (both verbal and written)

· Experience supporting and managing technical environments; demonstrated leadership skills under fast-paced, highly dynamic situations

· Excellent written and verbal communication skills are required, including the ability to communicate technical concepts clearly and effectively.

· The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential.

· A team player who is influential and builds good working relationships across all functions.

· Ability to facilitate conversations with large groups of remote people.

· Ability to maintain calm during stressful situations.

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

FD21

For positions in the Bay Area, we offer a base pay of $98,500 - $167,500, 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 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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