Major Incident Resolution Specialist

2 weeks ago

Orlando, Florida, United States ServiceNow Full time
Job Description

ServiceNow is seeking a highly skilled Major Incident Manager to join our Global Technical Support team. As a key driver for managing the resolution of technical problems with severe consequences to ServiceNow or our customers, you will collaborate and partner with the entire organization to drive action and foster growth.

Key Responsibilities:

  • Drive incidents to resolution and ensure accurate and timely customer and executive communications.
  • Ensure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordingly.
  • Ensure that incident management processes are followed and that incident post-mortems are completed to capture process deviations and areas for improvements.
  • Deliver consistent communication to Management and customers.
  • Own the customer situation as a single point of contact for the customer escalation team.

Requirements:

  • Minimum of 4+ years' experience in critical/crisis management for technical customer escalations.
  • Bachelor's degree in business, computer science, engineering, or related field or equivalent experience.
  • Excellent communication skills (both verbal and written).
  • Extensive experience supporting and managing technical environments; demonstrated leadership skills in fast-paced, highly dynamic situations.
  • Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive-level management.
  • Strong organizational skills with the ability to manage multiple tasks simultaneously.
  • Customer focus and ownership, use of own initiative, and a proactive approach to work.
  • Crisis management skills: ability to set priorities, pursue multiple threads simultaneously, accurately reflect the current state, and drive towards the desired state.
  • Ability to maintain calm during stressful situations.
  • A team player who is influential and builds good working relationships across all functions.
  • Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required.
  • Experience or knowledge working with relational databases (e.g., MySQL, Oracle).

About ServiceNow:

ServiceNow is changing the way people work. With a service orientation toward the activities, tasks, and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We're a global company with a diverse and inclusive culture. We're passionate about our product and our customers, and we're committed to making the world work better for everyone.

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