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Senior Problem Manager - Cloud Infrastructure

Element AI

Element AI

Other Engineering
San Diego, CA, USA
Posted on Wednesday, April 10, 2024

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

As a Senior Problem Manager, you’ll identify and remediate problems within our customer cloud. Problem Managers play an integral part in ServiceNow’s success, and we work closely with Software Developers, System Administrators, and Support Technicians to manage known errors, mitigate their potential impact, and drive remediation. Additionally, we support root cause troubleshooting and analysis, incident escalations, and other critical ITIL processes.

What you get to do in this role

  • Drive root cause investigations, seeking the primary cause of the unexpected event, no matter where it lies.
  • Develop creative and meaningful resolutions to problems, creating the best results for our customers and the company.
  • Take ownership of developing and implementing process improvement initiatives across organizations.
  • Contribute to the design of new processes, data modeling and reports, policies, and procedures.
  • Grow problem management best practices across all functions and levels of the organization by training, coaching, and providing guidance to internal teams.


To be successful in this role you have:

At least 3 years of experience with Problem Management or a closely related field (program, project, release, change management) and the ability to demonstrate an in-depth knowledge of Problem Management processes in a dynamic cloud service environment or 5 years’ experience in a technical area of enterprise cloud computing.

  • Previous experience supporting Software as a Service (SaaS), Platform as a Service (PaaS), or Infrastructure as a Service (IaaS) for enterprise customers.
  • Ability to effectively communicate across all organizational levels to include executives, managers, peers, and customers.
  • Outstanding verbal, written and interpersonal communication skills. Specifically, the ability to explain technical issues in a concise and complete manner.
  • Attention to detail and the ability to communicate the right level of detail to the right audience.
  • Align teams, collaborate with cross-functional stakeholders, and deliver on multiple complex projects.
  • Help drive team and organizational goals while also delivering on immediate operational demands.
  • Ability to work independently or lead in an ambiguous, fast-paced environment.
  • Self-starter with strong technical skills and an 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 of ITIL, preferably ITIL v3, specifically Change, Incident, and Problem Management.
  • Familiarity with ServiceNow or similar workflow product.
  • Background with systems engineering, systems administration, custom automations, lifecycle, or ad hoc project management is preferred.


For positions in California (outside of the Bay Area), we offer a base pay of $107,400 - $187,800, 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 (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. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.

Additional Information

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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