Mgr, Technical Support Mgmt
Company: ServiceNow
Location: Santa Clara
Posted on: May 8, 2024
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Job Description:
Company DescriptionAt ServiceNow, our technology makes the world
work for everyone, and our people make it possible.
If the following job requirements and experience match your skills,
please ensure you apply promptly.
We move fast because the world can't wait, and we innovate in ways
no one else can for our customers and communities.
By joining ServiceNow, you are part of an ambitious team of change
makers who have a restless curiosity and a drive for ingenuity.
We know that your best work happens when you live your best life
and share your unique talents, so we do everything we can to make
that possible.
We dream big together, supporting each other to make our individual
and collective dreams come true.
The future is ours, and it starts with you. -With more than 7,700+
customers, we serve approximately 85% of the Fortune 500, and we're
proud to be one of FORTUNE 100 Best Companies to Work For and
World's Most Admired Companies.Learn more on Life at Now blog and
hear from our employees about their experiences working at
ServiceNow.Unsure if you meet all the qualifications of a job
description but are deeply excited about the role? We still
encourage you to apply! At ServiceNow, we are committed to creating
an inclusive environment where all voices are heard, valued, and
respected.
We welcome all candidates, including individuals from
non-traditional, varied backgrounds, that might not come from a
typical path connected to this role.
We believe skills and experience are transferrable, and the desire
to dream big makes for great candidates.Job DescriptionWhat you get
to do in this role:Profound knowledge and experience in managing
and exceeding Support KPI's and critical Technical Support
Metrics
- CSAT, Time to Resolution (TTR), Backlogs etc.Lead efforts to
hire, develop, and build a technical team.Oversight and
participation in Change Management as it relates to Customer
Support.Leading by example to cultivate and maintain a culture
built on teamwork and collaboration.Own and bring to conclusion
customer escalations by working with cross-teams in Support,
development and operations team.Drive daily incident management
success from detection to resolution and dissatisfaction issues for
customer accounts leading to ongoing enhanced customer
experiences.Represent the Platform, Product and ServiceNow
effectively with customers.Manage major operations outages and
communications to the customers.Participate in weekend and holiday
on-call rotation as required.Evaluation of current processes,
technology, and organizational skills to identify areas of
improvement and opportunities for advancement.Leading by example to
cultivate and maintain a culture built on teamwork and
collaboration.Manage to the company and department's vision,
mission and values.QualificationsTo be successful in this role you
have:A minimum of 6 years technical support and service management
experience with a minimum of 3-4 years in supervisory role is
required.Experience managing Enterprise support in a large and
complex environment in a web-based service and technology.Proven
capability of having successfully delivered on support metrics and
managed support team.Customer first Mind set and a "Get it done"
attitude are critical success factors for this role.Demonstrated
ability to provide exceptional internal and external customer
care.Proven ability to create and implement programs to drive
efficient, innovative operations and contain expenses.Ability to
lead change by effectively building commitment and winning support
for initiatives.A trustworthy leader with a reputation for
fairness, dependability and adherence to high ethical
standards.
-Strong analytical and problem-solving skills.Excellent
communication skills, both oral and written.JV20For positions in
the Bay Area, we offer a base pay of $115,600
- $202,400, 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 (subject to
eligibility requirements).
Compensation is based on the geographic location in which the role
is located, and is subject to change based on work
location.Additional InformationServiceNow is an Equal Employment
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.At ServiceNow, we
lead with flexibility and trust in our distributed world of
work.
Click here to learn about our work personas: flexible, remote and
required-in-office.If you require a reasonable accommodation to
complete any part of the application process, or are limited in the
ability or unable to access or use this online application process
and need an alternative method for applying, you may contact us at
talent.acquisition@servicenow.com -for assistance.For positions
requiring access to technical data subject to export control
regulations, including Export Administration Regulations (EAR),
ServiceNow may have to obtain export licensing approval from the
U.S.
Government for certain individuals.
All employment is contingent upon ServiceNow obtaining any export
license or other approval that may be required by the U.S.
Government.Please Note: Fraudulent job postings/job scams are
increasingly common.
Click here to learn what to watch out for and how to protect
yourself.
All genuine ServiceNow job postings can be found through the
ServiceNow Careers site.From Fortune.
2022 Fortune Media IP Limited All rights reserved.
Used under license.Fortune and Fortune Media IP Limited are not
affiliated with, and do not endorse products or services of,
ServiceNow.SummaryType: Full-timeFunction: Engineering
Keywords: ServiceNow, Merced , Mgr, Technical Support Mgmt, IT / Software / Systems , Santa Clara, California
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