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Senior Problem Manager - Infrastructure

Element AI

Element AI

Other Engineering
Hyderabad, Telangana, India
Posted on Tuesday, July 2, 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


This role is specific to the identification and removal of problems within our customer cloud. Senior 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
  • Ensure the prioritization, planning, and execution of problems achieves the best results for the company and our customers
  • Develop and implement evidence-driven process improvement initiatives across the organization
  • Contribute to the design of the Problem Management process, data modeling and reporting, policies, and procedures
  • Provide training, coaching and guidance to internal teams, growing problem management best practices throughout the organization


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

  • At least 3 years of experience with Problem Management and the ability to demonstrate an in-depth knowledge of Problem Management processes in a dynamic cloud service environment
  • Strong understanding or experience supporting Software as a Service (SaaS), Platform as a Service (PaaS) or Infrastructure as a Service (IaaS)
  • Strong understanding OR background of Network Support or SRE (site reliability engineering)
  • Ability to effectively communicate within a team environment and across organizational levels to include co-workers, managers, and customers
  • Outstanding verbal communication skills and very strong interpersonal skills
  • Strong writing skills to be able to produce formal customer facing Root Cause Analysis documents
  • Attention to detail and the ability to communicate the right level of detail to the right audience
  • Ability to work independently or with a team and multi-task in a fast-paced environment
  • Self-starter with strong technical skills and ability to learn new technologies quickly
  • Have working knowledge and applied skills in ITIL, preferably ITIL v3, Change, Incident and Problem Management
  • Able to query data and generate report logic using one of a variety of tools, including SQL, Tableau, Microsoft Excel, Python Pandas, or similar for data research and analysis tasks
  • Knowledge of the ServiceNow product
  • Bachelor’s degree in technical field or related discipline

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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