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.

• Bring your creativity to a role with purpose as you help older adults maintain independent and enriching lives.     
• Part-time ongoing position (3 days - Tues, Thurs & Fri) based at Golden Wattle House in Healesville.
• $32 - $35ph + Super + Generous Salary Packaging benefits of up to $18,550    

This position will be a part of our Social Activity Group with the key focus being to work alongside older people whilst in the supported social activity group to enable their identified needs and goals to be fulfilled, to make decisions and choices about their own lives, to facilitate their access and participation in their community, and to remain living in their homes independently.

Although a typical day might be hard to come across, you will regularly be engaging with the clients in groups on outings or in our centre as they challenge their minds in a variety of activities or even at a simple gathering sharing stories.

Social Activity Group responsibilities:

• Assist and work alongside older people whilst in a supported group to enable their identified needs and goals to be fulfilled.
• Encourage and support people to actively participate in planning and feedback forums when making decisions about the service they receive, and ensure activities are responsive to this feedback.
• Regularly engage with clients in groups on outings or in our centre as they challenge their minds in a variety of activities or even at a simple gathering sharing stories.
• Willingness to drive a 12 seater bus and assist clients on and off the vehicle.

To view a copy of the full Position Description, click here. Alternatively, for more information please contact Joanne Robinson (Manager - VIC and QLD) at [email protected]

Who we’re looking for
If you have experience working as a Support Worker, are qualified with a Cert III in Aged Care/Individual Support/Community (Aged), and enjoy variety in your day, you might be exactly the person we're looking for!

• Experience working with older adults.
• A proven ability to communicate effectively.
• The ability to follow and implement individual service plans, healthcare, and positive behaviour support plans.
• A desire to use your skills and experience creating fun and interesting activities that support older adults to engage more consistently with their community and peers.
• A positive and energetic approach to engaging with your team and clients.
• A valid driver’s licence and willingness to drive a 12 seater bus.