Manager, Field Training

Senior Problem Manager

We are seeking a Senior Problem Manager to join our team. As a global market leader in AI-enhanced technology, we bring innovative solutions to over 8,100 customers, including 85% of the Fortune 500.

This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). Only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered. Main Responsibilities

• 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 Requirements
• 6+ years of experience with Problem Management within Cloud Infrastructure or Cloud Ops
• The ability to demonstrate an in-depth knowledge of Problem Management processes in a dynamic cloud service environment
• 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 peers, managers, and customers
• Ability to lead and contribute to a technical investigation across hardware, networking and internal tooling or a mix as required to determine root cause and preventative measures
• Have working knowledge and applied skills in ITIL, (preferably ITIL v3) - specifically Change, Incident and Problem Management
• Ability to query data and generate reports using one of a variety of tools, including SQL, Tableau, Microsoft Excel, Python, or similar for data research and analysis tasks
• Knowledge of the ServiceNow product
• Bachelor's degree in technical field or related discipline What We Offer
• A competitive On Target Earnings (OTE) incentive compensation structure
• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs