Senior Problem Manager - Cloud Operations

As a Senior Problem Manager, you will focus on 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. You will drive root cause investigations, produce professional root cause analysis documentation for customers, and ensure the prioritization, planning, and execution of problem resolutions that achieve the best results for the company and our customers. You will also 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, and present to all levels of the organization on infrastructure issues and trends.