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Senior Problem Manager - Cloud Infrastructure - Federal

ServiceNowSan Diego
On-site Full-time

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Experience Level

Senior

Qualifications

To excel in this role, candidates should possess:A proven ability to leverage or thoughtfully integrate AI into workflows, decision-making, or problem-solving, which may encompass utilizing AI tools, automating processes, analyzing AI-driven insights, or assessing AI's potential impacts within the industry. A minimum of 6 years of experience in Project & Program Management within data center infrastructure and enterprise software Cloud Infrastructure and Operations environments. Strong preference for candidates with prior ServiceNow experience. Exceptional communication skills, capable of engaging effectively across team settings and organizational levels, including interactions with peers, supervisors, and clients. Outstanding verbal, written, and interpersonal communication abilities. Meticulous attention to detail with the aptitude to convey appropriate levels of detail to varied audiences.

About the job

Important Notice: This role is dedicated to supporting our US Public Sector clients.

“Candidates must successfully pass a ServiceNow background screening, including USFedPASS (US Federal Personnel Authorization Screening Standards). This process involves a credit check, criminal/misdemeanor check, and a drug test. Employment is contingent upon passing this screening process. Due to Federal regulations, only US citizens, US naturalized citizens, or US Permanent Residents with a green card will be considered.

As a Senior Problem Manager, you will be instrumental in identifying and resolving issues within our customer cloud infrastructure. You will collaborate closely with Development, Infrastructure Operations, and Customer Support teams to manage known errors, reduce impacts, and lead remediation efforts.

Key Responsibilities:

  • Conduct thorough root cause investigations
  • Create comprehensive root cause analysis documentation for clients
  • Oversee the prioritization, planning, and execution of problem resolutions to optimize outcomes for both the company and our clients
  • Initiate and implement evidence-based process improvement initiatives across the organization
  • Assist in designing the Problem Management process, including data modeling, reporting, and policy development
  • Provide training, coaching, and guidance to internal teams to promote best practices in problem management organization-wide
  • Deliver presentations on infrastructure issues and trends to various organizational levels

About ServiceNow

Founded in 2004 in San Diego, California, ServiceNow emerged from the vision of engineer Fred Luddy, who recognized the transformative potential of technology in the workplace. Today, we are a global leader, supporting over 8,100 clients, including 85% of the Fortune 500®. Our innovative AI-enhanced platform seamlessly integrates people, systems, and processes, empowering organizations to discover smarter and more efficient ways to operate. We invite you to join us on our mission to enhance the way the world works for everyone.

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