Supportability and Release Readiness Manager

Team & Role

The Technical Program Manager is part of a global team reporting to the Senior Manager, Supportability and Release Readiness. The role is critical to support organizational growth and continue to deliver world class products and support to our customers. 

We are a team of critical thinkers who take a data driven approach to continuous improvement. The supportability team relentlessly pursues KPI improvement for our customer support organization by working cross functionally with various departments to identify, program manage, and report on various improvements being made within the ServiceNow portfolio of products. We don’t just run some reports, we use our deep technical knowledge to use this data to architect technical solutions to real problems.

What you get to do in this Role 

• The Supportability Program Manager will manage and drive to deliver on the following broad level objectives and responsibilities:  
• Analyze Support Case data for knowledge/documentation gaps, training opportunities, and product improvement requirements 
• Perform data analysis, use case analysis and business process mapping to identify and quantify inefficiencies which can be improved through automation, for cross functional business entities 
• Provide monthly product analysis and guidance reports to Support Delivery Management  
• Identify opportunities to improve the customer experience with the product and therefore deflect cases coming into support  
• Identify opportunities to reduce support effort to resolve incoming cases 
• Identify opportunities for tools that help Support Delivery resolve cases faster  
• Assess impacts of product/functionality changes, to existing customers and Support, and work with Engineering, Product Owners and Cross Functional teams to address in advance of new release(s) 
• Submit Knowledge and documentation updates and track through completion 
• Create business cases and drive projects 
• Connect functional and technical requirements to business requirements 
• Engage with Product Management and Engineering to determine product improvements areas for future releases 
• Partner with Engineering and Support Delivery to improve product fix best practices and improve fix quality 
• Partner with Engineering and Support Delivery to improve defection of support cases via improvement of the Known Error Articles on Known issues 
• Build relationships across the organization to gain buy-in and move initiatives forward. 
• Be the point of contact from support with engineering and product operations for the said applications and products 
• Represent Technical Support in the development and release process of new family and store release versions, which include providing feedback on architecture design and operability of product features 
• Submit Supportability requirements to Product Management and track those requirements  
• Drive Continuous Improvement initiatives that target our customers' ability to identify known issues 
• Generate regular supportability dashboards and reports 
• Forecast, Track, and report on the value generated from supportability initiatives
• Deliver quarterly release roadmap reviews to cross-functional audiences  
• Balance multiple priorities and deadlines 
• Perform other duties and projects as assigned 

Preferred Qualifications:

• Previous ServiceNow experience preferred 
• At least 5-7 years of experience in Customer Support in a high-tech industry, preferably SaaS environments 
• Demonstrated proficiency with Database technologies (MySQL, PostgreSQL) and programming/scripting (JavaScript, React, HTML, CSS) 
• Exposure and working knowledge of Enterprise Customer Support environments using best practices such as ITIL. Experience on Service products, preferable ServiceNow like ITSM, ITBM, ITOM, etc. 
• Excellent leadership skills with the ability to work independently and collaborative with cross functional organizations within ServiceNow 
• Collaborate across multiple teams and functions. As such, demonstrated ability to work cross functionally and lead by influence is an absolute must. 
• Excellent interpersonal, written, and oral communication skills, demonstrated by the ability to: listen to and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with, and facilitate groups. 
• Outstanding presentation skills and ability to demonstrate value to stakeholders at various functional levels 
• Dynamic, energetic, motivated, positive outlook with the ability to multi-task and prioritize responsibilities with passion 
• Ability to analyze metrics and provide actionable solutions/recommendations 
• Experience with Data Visualization tools such as Tableau and PowerBI

Required Qualifications 

• BA/BS degree or higher in Business Management, Computer Information Systems (CIS), Management Information Systems (MIS), Operations and Information Management (OIM) or other equivalent combination of education and experience 
• Expert level proficiency managing large projects or programs with cross-functional teams 
• Deliver solutions and strategies while mitigating or removing obstacles. 
• Experience utilizing software to keep projects organized, track metrics, and report on progress 

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 $142,700 - $249,800, 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.

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 assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

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

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