What you can expect from us

At ServiceNow, we make work better for everyone – including our own employees. 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 for our employees. Win as a Team is part of our culture, and we aspire to wow our customers. We stay hungry and humble and focus on creating belonging. Sustainability, inclusivity, and diversity are key focus areas within our business framework so that we have transparency, equity, and accountability to deliver meaningful, measurable change. With our vision and dedication for a better future already underway. Join us on this journey!

In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, we provide resources to help you and your loved ones be well. From benefits plans and programs, to mental health resources that offer coaching and 24/7 support, to family support resources and parental leave programs – we want to help you take care of yourself and your loved ones. Below is a glimpse into even more of our offerings or click here for a full list:

• Along with holidays, we have company-wide designated global well-being days where everyone is off and can spend time doing what matters most.
• Flexible working culture to support the balance you need in both work and life.
• Parental leave programs.
• Childcare and caregiving benefits.
• A learning experience platform built using our own technology, to support your learning and development goals as well as a tuition reimbursement program.
• A global, cross-functional mentoring program.
• We also have team building activities, various employee belonging groups, volunteering, and community outreach programs.

What you get to do in this role

ServiceNow is seeking highly motivated and professional individuals to join our Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction, as SAMs help ServiceNow change the way people work.

The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support-related activities. You will be a member of a highly skilled team focused on a select set of high profile, strategic customers whilst delivering a high-quality service.

Additionally, you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively.

• Comfortable presenting to all levels of management, including C-Level stakeholders.     
• Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
• Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs.
• Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases, changes, problems, and on-going projects.
• Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.
• Act as the facilitator between customers and ServiceNow with reference to mandatory upgrades, patches, and security requirements.
• Manage, document and report on performance against service level agreements (SLA's) and where SLA’s are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely.
• Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change.
• Review open cases, problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.
• Act as an escalation point for customer impacting business critical issues.

As the ICMS Manager with FHE working on our WestConnex Contract, you will have the overall responsibility to manage and maintain the Integrated Contract Management System (ICMS), lead all project-based Quality, Safety and Environmental (QSE) activities and manage a small team of QSE professionals. This role is business critical to ensure the business remains compliant to legislation in the day-to-day operations for the on-going contracted works with WestConnex.

Reporting to the O&M Manager, you will be responsible for:

• Developing, implementing and maintaining the ICMS within a heavily audited and regulated environment in accordance with the project Deeds and Corporate framework.
• Overall responsibility for the ongoing development, implementation, reporting and auditing of FHE’s quality, safety and environmental management systems.
• Continually drive improvement in the development and implementation of Work, Health & Safety plans, Quality plans and Operational Environmental Management plans.
• Support the projects compliance framework and provide advice on governance and project process implementation relevant to the scope of work.
• Ensuring compliance with environmental, safety and quality legal requirements including waste discharge licences, pollution abatement notices and trade waste agreements
• Identifying areas for improvement on QSE matters and preparing recommendations and business cases accordingly.
• Advising relevant stakeholders on the relevant environmental and WHS legislation, ensuring the ongoing safety education, hazard identification and elimination awareness for all levels of workforce are adhered to.
• Inspecting workplace locations regularly to audit safety procedures and report findings to the O&M Manager.
• Preparing and presenting reports on performance against QSE objectives, issues and programs for management.