Senior Problem Manager - Cloud Infrastructure - Federal

ServiceNow • San Diego, CA

6h • Remote

About The Position

Please Note: This position will include supporting our US Public Sector customers.
“This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.
As a Senior Problem Manager, you will focus on the identification and removal of problems within our customer cloud infrastructure. Senior Problem Managers play an integral part in ServiceNow’s success, and we work closely with Development, Infrastructure Operations, and Customer Support to manage known errors, mitigate impact, and drive remediation.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• 6+ years of experience with Project & Program Management with data center infrastructure and enterprise software Cloud Infrastructure and Operations environments
• Ability to effectively communicate within a team environment and across organizational levels to include peers, managers, and customers
• Outstanding verbal, written and interpersonal skills
• Attention to detail and the ability to communicate the right level of detail to the right audience
• Ability to work independently or to lead a team in a fast-paced environment
• Self-starter with strong technical skills and the 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 and applied skills in ITIL, (preferably ITIL v3)- specifically Change, Incident and Problem Management
• Ability to query data and generate reports using one of a variety of tools, including SQL, Tableau, Microsoft Excel, Python, or similar for data research and analysis tasks
• Knowledge of the ServiceNow product
• Bachelor’s degree is strongly preferred

Nice To Haves

• Previous ServiceNow experience is strongly preferred

Responsibilities

• Drive root cause investigations
• Produce professional root cause analysis documentation for customers
• Ensure the prioritization, planning, and execution of problem resolutions that achieve 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
• Present to all levels of the organization on infrastructure issues and trends

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level