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Senior Staff Problem Manager

Element AI

Element AI

Sydney, NSW, Australia
Posted on Tuesday, April 30, 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.

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


Problem Managers play an integral part in ServiceNow’s success, and we work closely with Development, Infrastructure, and Customer Support to manage known errors, mitigate impact, and drive remediation.

What you get to do in this role

  • Drive root cause investigations for the high impact/high visibility escalated issues.
  • Collaborate with the cross functional teams to achieve the best resolution for our customers.
  • Ensure the prioritization, planning, and execution of problems to achieve the best results for the company and our customers
  • Develop and implement evidence-driven quality and process improvement initiatives across the organization
  • Contribute to the design of the Problem Management process, data modeling and reporting
  • Leading by example to cultivate and maintain a culture built on teamwork and collaboration.


To be successful in this role you have

  • Minimum five (5) years of technical experience with at least two (2) years of problem/product management or an allied field within customer support, operations, or engineering.
  • Proficiency in problem management processes and methodologies.
  • Strong analytical and problem-solving skills, with the ability to conduct thorough root cause analysis.
  • Experience with IT service management tools, particularly the ServiceNow platform.
  • Strong scripting skills in JavaScript, Python, or equivalent languages, with the ability to develop scripts and tools to enhance problem management processes.
  • Excellent communication, collaboration, and leadership abilities.
  • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
  • Bachelor’s degree in computer science, Information Technology, or related field; ITIL certification preferred.

Desirable Skills and Experience

  • Strong understanding of compliance requirements and adherence to regulatory standards.
  • Have working knowledge and applied skills in ITIL, preferably ITIL v3, Change, Incident and Problem Management.
  • Knowledge of the ServiceNow product.
  • Understanding of Java or any other programming language

If you are a proactive problem solver with a passion for improving service reliability and driving continuous improvement, we encourage you to apply for this exciting opportunity to make a significant impact.

Why ServiceNow

ServiceNow's DNA is built in purpose and values. We offer a culture of belonging, inclusivity, collaboration, and customer focus.

Work-life balance and well-being are our topmost priorities.

We offer flexible work arrangements.

We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their careers through working with some of the most advanced technologies and talented professionals in the business.

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.

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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