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.

We are embarking on an HR system implementation across Nine. We are looking for a Business Analyst to work closely with our People & Culture team to deliver a series of initiatives that will be critical to set this program up for success. This is for a six month contract with the potential of extending the role to support the design, development and deployment of the system.

Day to day you will:

• Work with People & Culture, Payroll & the Business to cleanse our People data. This will involve agreeing principles, methodology and prioritisation framework to conduct the data cleanse and the coordination of a review and update of key data elements
• Agree standard definitions for common data elements, mapping data fields to our Finance system and designing a proces to maintain the people data fields that are updated.
• Work collaboratively with all Business units to understand and document their current state HR processes and be able to clearly capture varying requirements and needs across the BUs. This will include, for example: org management, onboarding, oddboarding, variations, leave management, compensation management and learning & development.
• Work with People & Culture to document and align Nine’s job architecture across the Business. This will involve defining and documenting a standard job classification framework including organising jobs into function and families.
• Identify opportunities for process standardisation across the Business.
• Work collaboratively with the People & Culture team to define the outcomes required and develop an approach to deliver against this within a defined timeframe.
• Engage with a broad variety of stakeholders at different levels, across various business units.
• Support the project team and business, building a trust relationship with ability to influence and challenge where required.