Sr. Dir., Product Marketing, Customer Workflows

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

“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 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 level 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

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
• Manage and report ongoing CritSit metrics
• Support accurate and consistent maintenance of technical and management escalation processes
• Create and maintain recovery playbooks for commonly occurring customer patterns and issues
• Primary lead for Technical
• Support during customer outages
• Ownership and execution of the active critical incident management process, including:
• Event analysis, applying the ITIL framework for severity and impact
• 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
• Conduct post-event analysis, leveraging the ITIL problem management process and relationships with engineering to assure that issues to prevent further occurrences
• 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

In order to be successful in this role, we need someone who has:

• Minimum of 6+ years experience in Support with critical/crisis situation management for technical customer escalations
• Excellent communication skills (both verbal and written)
• The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential
• Strong organizational skills with the ability to manage multiple tasks simultaneously
• Customer focus and ownership, use of own initiative and a proactive approach to work
• Crafts business appropriate communications for the affected operating groups and manages communication on a major incident conference call
• Extensive experience supporting and managing technical environments; demonstrated leadership skills under fast-paced, highly dynamic situations
• Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management
• Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state
• Ability to maintain calm during stressful situations
• A team player who is influential and builds good working relationships across all functions.
• Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required
• Experience or working knowledge with relational databases (e.g.MySQL, Oracle)

FD21

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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more. 

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.

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Work Personas

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

Required in Office

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

Flexible

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

Remote

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.