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Sr. problem manager


This is a Full-time position in San Diego, CA posted December 13, 2019.

Role 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.

This role is specific to the identification and removal of problems within our environment.

Senior Problem Managers play an integral part in ServiceNow’s success and we work closely with Development and Customer Support and ensure the business is clear on our remediation path as well as any business impact to our customers.

What you get to do in this role: Ensure prioritization, planning, and execution of problems achieves 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 Provide a sneak-peak into the general day-to-day, quarter-to-quarter, and year-to-year.

Use “you” statements to help the reader envision themselves in this role Highlight how this role contributes to your team, the department, and the company’s mission In order to be successful in this role, we need someone who has: 5+ years of experience with Problem Management and the ability to demonstrate an in depth knowledge of Problem Management processes in a dynamic cloud service environment Strong understanding or experience supporting Software as a Service (SaaS), Platform as a Service (PaaS) or Infrastructure as a Service (IaaS) Ability to effectively communicate within a team environment and across organizational levels to include co-workers, managers, and customers Outstanding communication skills, both written and verbal, and very strong interpersonal skills Attention to detail and the ability to communicate the right level of detail to the right audience Ability to work independently or with a team and multi-task in a fast paced environment Self-starter with strong technical skills and ability to learn new technologies quickly Have working knowledge and applied skills in ITIL, preferably ITIL v3, Change, Incident and Problem Management Use of query and report generating logic or MS Excel experience for data research and analysis tasks Bachelor’s degree in technical field or related discipline