Senior ITSM Process Engineer, Digital Technology Problem Management - ServiceNow

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.

Company

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

Team

ServiceNow Digital Technology Solutions is a team of talented and energetic individuals. They are responsible for the design, build, support, and operation of our critical internal business services. The Staff Analyst works across the entire enterprise with service owners and Digital Technologies leaders to minimize the adverse impact of incidents and problems on the organization.

Role

The ServiceNow Staff Analyst, Digital Technology ITSM Problem Management plays a key role in driving incident and problem reduction across the Digital Technology organization. They are responsible for prioritizing, analyzing, and driving resolution of IT problems..

What you get to do in this role:

• Problem Resolution: Work diligently to find solutions to problems, coordinating with technical experts if necessary. Ensure problems are resolved in a timely manner and communicate the progress to stakeholders.
• Incident Trend Analysis: Analyze incident data to identify trends and potential problems before they escalate. Use this analysis to prioritize problem resolution efforts and prevent widespread issues. Monitor Service Desk ticket trends in real time to identify problems and communicate accordingly.
• Service Improvement: Continuously seek opportunities to improve system performance by addressing underlying problems. Work on improvement plans in collaboration with other ITSM processes to enhance service quality.
• Reporting: Generate reports on problem management activities, including the number of recurring incidents addressed, root cause analyses performed, and preventive measures implemented. Present findings to program management and customer
• Training and Mentoring: Provide guidance and training to other IT staff on best practices related to problem management. Mentor team members and share knowledge to enhance problem-solving skills within the organization.
• Customer Focus: Understand the impact of recurring problems on customers and end-users. Prioritize problems that have a significant impact on service delivery and customer satisfaction.
• Continuous Improvement: Continuously evaluate the effectiveness of problem management processes and make recommendations for improvements. Stay updated with industry trends and best practices related to problem management.

To be successful in this role, we need someone who has:

• Bachelor's degree in Information Technology
• ITIL V3 or V4 Certification
• A minimum of 10+ years related experience working in large, global, technology functions.  
• 5+ years of experience coordinating all aspects of problem management activities.
• Strong technical background with a deep proficiency of IT infrastructure and application development.
• Demonstrable experience in problem management and incident management.
• Experience with data analysis and reporting tools (e.g., ServiceNow Performance Analytics, SQL, Excel, BI tools).
• Experience with ServiceNow products and services. 
• Excellent analytical and problem-solving skills
• Possess excellent communication skills to convey results to different levels of leadership
• Ability to work under pressure and meet deadlines.
• Ability to work independently and as part of a team.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $106,900 - $187,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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. Learn more here.

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 talent.acquisition@servicenow.com 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. 

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