Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
What you get to do in this role:
- As part of the ETG Product Ops team, take ownership and proactively lead the Ops team (L2 and L3 teams) as a Tech Leader on resolving L2/L3 support issues for all the ETG Products (Technology Workflows, AIX, DevX). Ensure all the Incidents and requests are tracked and addressed in a timely manner with a sense of urgency or if need to be escalated to appropriate ETG Engineering or Product teams
- Track Key performance metrics using ETG and DT Ops dashboard (SLAs for response time, resolution time, customer satisfaction) and ensure all the SLA metrics are met
- Keep ETG Leadership informed regularly with key updates, SLAs and Performance Metrics
- Work closely with ETG Engineering teams to understand upcoming feature or Product releases, and train L2/L3 Operations teams in those areas
- Analyze recurring support issues and customer feedback with ETG Product teams for potential feature improvements
- Ensure smooth communication with other teams in DT or ServiceNow on Product support needs and goals
- Drive continuous improvement and lead strategic initiatives to refine operational efficiencies and reinforce customer trust.
Qualifications
To be successful in this role you have:
- 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.
- More than 7+ years of Exp. working on ServiceNow platform (CSA, CAD certifications preferred)
- Expertise in writing JavaScript and ServiceNow scripting and problem-solving skills
- Experience working in Virtual Agent, AI Search, Conversational Interfaces highly preferred
- Ability to work in a fast-paced and dynamic environment with a sense of urgency towards resolving issues and growth mindset and interest to learn and upskill
- Experience with monitoring tools, dashboards, and analytics
- Demonstrated aptitude for learning new technologies quickly
- Experience with AI/ML and automation in product operations is preferred
- Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
- Strong communication skills (both written and verbal)
- Knowledge of industry best practices in product support and operations.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work.
Equal Opportunity Employer
ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.