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Manager - Problem Management

| Kirkland

Manager - Problem Management
Location: Kirkland, WA

What you get to do in this role:

We are seeking an experienced Manager to oversee our Problem Management team.  You will play a key role as the company develops and implements the processes and technologies that will continue to enable us to provide the highest quality service to our rapidly growing customer base.

  • Be able to lead critical, company-wide, highly visible risk mitigation projects
  • Create and maintain execution plans, managing related processes including progress tracking, prioritization, risk mitigation, change management, documentation, and delivery
  • Generate insights and storylines through translation of metrics and operational knowledge
  • Define analytics solutions that are used to drive business decisions and execution
  • Create, enhance, and scale cross-functional end-to-end processes for continuous improvement
  • Solve and present complex problems in an understandable way to stakeholders, business leaders, and executives
  • Leverage best practices and forward-thinking to ensure roadmaps are evolving to meet business demands
  • Fill in the gaps, including hands-on work in gray areas, to enable program objectives
  • 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:

  • 5 years of experience 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)
  • Ability to effectively communicate within a team environment and across organizational levels to include co-workers, managers, and customers
  • Outstanding communication skills, both written and verbal, and very strong interpersonal skills
  • 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

 Desirable

  • Have working knowledge and applied skills in ITIL, preferably ITIL v3, Change, Incident and Problem Management
  • Use of query and report generating logic or MS Excel experience for data research and analysis tasks
  • Bachelor’s degree in technical field or related discipline
Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • AngularJSFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • HBaseDatabases
    • Maria DBDatabases
    • MySQLDatabases
    • OracleDatabases

Location

We’re uniquely located on the edge of Lake Washington at Carillon Point in Kirkland. Minutes away from downtown Seattle, Bellevue, and Redmond.

An Insider's view of ServiceNow

What’s the vibe like in the office?

You make decisions every day that help people. My work makes a big difference, and that’s satisfying.

Medha

Senior application developer

What projects are you most excited about?

I wanted to work at a growing company. We're focused, customer-centric, and you can't beat the platform.

Olum

Project manager

What are some things you learned at the company?

Our purpose is empowering. The company's putting a lot into the culture, the employees - they're investing in us.

Marina

Creative director

What is your vision for the company?

Amazing products that create great employee and customer experiences and make work, work better, is our passion.

CJ

Chief product officer

What is your vision for the company?

Taking a long-range view, we've got the spirit of a start-up and the resources to deliver with high quality.

Preetam

Software engineer

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Through our #GivingAtNow program, our Kirkland offices schedules volunteer opportunities throughout the year.
Eat lunch together
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Work remotely on occasion as needed.
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
ServiceNow offers unlimited paid vacation time starting at Day 1.
Paid Volunteer Time
Our employees receive 20 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
On-site!
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses.
Company Outings
Site social activities periodically
Stocked Kitchen
Some Meals Provided
Lunch provided every Friday!
Happy Hours
Steps away from awesome restaurants and bars.
Parking
Free parking
Pet Friendly
Professional Development Benefits
Job Training & Conferences
LinkedIn Learning access, numerous internal training programs, conference attendance options.
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Continuing Education stipend
We offer $5000 annualy for continuing education.
Online course subscriptions available
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