Senior Problem Manager

Found in: Resume Library US A2 - 1 week ago


Orlando Florida, United States ServiceNow Full time
Job Description

This role is specific to 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. 

What you get to do in this role:

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


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