Total 6 job vacancies by ServiceNow

About the Position 
 
This role will have responsibility for leading the team that makes every customer in their Major Area committed to Service Now for life and have the ability to marshal all customer resources to address any customer satisfaction, adoption, professional services, or renewal challenges within their Major Area, resulting in clear accountability, consistent service and one face to the customer. 
 
This role also carries the lead responsibility for Customer Satisfaction and Success through the sale and delivery of our Impact and Services products and add-ons, as well as the relationship with Partners -- all of which are critical to the company’s short and long-term success. 
 
Responsibilities 

• Owns the overall success, renewal and growth for all customers in a defined Major Area 

• Drives the alignment of customer success, expert services and transformational resources through adoption of innovative offers combined with market leading solutions that accelerate business value for our customers 

• Focus on customer intimacy to deliver business impact and innovation to a customer’s business by understanding our customers’ key business issues and opportunities 

• Create evangelists by listening to customers closely and delighting them with our user experience and service 

• Create growth opportunities with new product features and enhancement information 

• Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper 

• Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices 

• Work closely with the Sales organization to develop and execute growth plans and strategies to drive License Agreements, expert services and customer success. This will also require territory and portfolio planning alignment with Sales. 

• Establish relationships with leadership across sales, solution consulting, services, product, channel, and support leadership to ensure cross-functional alignment at scale 

• Effectively build and establish relationships with partner consulting organizations to enable a go-to- market strategy 

• Manage and achieve key business metrics including bookings, revenue, P&L, utilization, and expenses 

• Customer obsessed mindset in driving value and NPS across all CEG pillars 

• Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work. Provide Coaching, mentoring and an environment for growth, development and feedback to ensure the right skills and resources are in place for success. 

• Operationalize key national/global programs as well as to ensure the team can scale to meet the needs of our customers and do more with less over time. 

Background and Experience 

• A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale 

• Proven market experience for the nominated Major Area 

• Experience with the enterprise and demonstrated leadership to make rapid decisions and problem-solving in this environment. 

• Excels in navigating a highly collaborative and highly matrixed environment 

• Proven experience building and running a business with the right operational skills 

• Proven track record working with Product Management to deliver customer functionality – in this case to drive adoption 

• Demonstrated success in building a Services, Customer Engagement or Partner Engagement function 

What you get to do in this role

• Utilise your profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs., increasing efficiency, and implementing/upholding change management, etc.
• Partner with other regional leaders to define and implement strategies to improve customer experience and grow and develop teams.
• Own and bring to conclusion high-impact customer escalations by working with cross-teams.
• Provide quarterly business updates to Senior Leadership.
• Drive case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Manage major operations outages and communications to customers.
• Evaluate current processes, technology and organizational skills and drive improvements that will enhance customer and employee experience.
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.
• Manage to the company’s and department’s vision, goals, mission and values.
• Participate in weekend and holiday on-call rotation as required.

What you get to do in this role

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

• The Senior Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on ServiceNow Technologies. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies.
• The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills. The Technical Support Engineer must able to work outside of normal business hours (evening/weekend shifts, holidays, on-call) as needed. 

What you get to do in this role

As a Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and providing technical guidance in addressing their business needs. The focus will be on addressing complex Integration issues that are inbound or outbound of the ServiceNow Platform. You will be the voice of the customer in ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.   As part of this team, you will be expected to learn our product suite as it continues to grow so you can best understand and support how our customers make use of our platform.

Specifically, the Technical Support Engineer will be involved in 

• Customer Advocate providing support to users/administrators of our platform.
• Contributing to the growth of best practices for the delivery of support services.
• Understanding our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
• Assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues.
• Managing customers' expectations and experience in a way that results in high customer satisfaction.
• Maintaining technical expertise in assigned areas of product functionality and use that expertise to help customers.
• Suggesting and implementing improvements to internal processes and work on technical and non-technical projects.
• Communicating with customers and our teams through case, phone and other digital methods.
• Creating knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
• Maintaining impeccable case hygiene and customer related files and records.
• Handling incoming phone calls for existing and new customer issues.

What you get to do in this role:

• Responsible for selling our industry leading SaaS and PaaS offerings to a specific region, working together with our Partner Solution Consultants to ensure the Service Provider capitalises on the full benefits of ServiceNow Platform
• Responsible for implementing the Service Provider Program with existing and prospective Service Providers within a specified region
• Support and lead on all Service Provider Sales which are related to the End Customers of the Service Provider and for external shared services to the public market (Internal Use led by Field Rep)
• First line support to Field Sales (commercial or non) for guidance on all matters relating to Service Providers (such as best practice, GTM approach, building IP and solution positioning) in partner with ACE Solution Consultants
• Responsible for selling our industry leading SaaS and PaaS offerings to a specific region, working together with ACE Solution Consultants to ensure the Service Provider capitalises on the full benefits of ServiceNow Platform
• Responsible to explain the SP Partner Program nuances, details and 3rd party use rights to the Service Provider
• Lead and support the Service Providers to drive an accelerated “growth agenda” which takes into account their strengths and the power of the ServiceNow platforms based on partners core capabilities and customer footprint
• Building sales and marketing strategies with the Service Provider to capitalise on the ServiceNow Platform
• Manage development of new applications based on ServiceNow platform, assisting Service Providers from earlier stage (use case definitions) to the market and promotion of packaged Business Offerings
• Be the trusted advisor to the partner by understanding their existing and future IT road map to drive Identify, recruit, enable, develop, manage and motivate new partners (including training, demand generation, co-selling, forecast management, business plan development, and collection
• Pipeline management, sales process management including effective forecasting and opportunity closure in support of direct sales team

This Platform Solution Architect is a functional and technical expert consulting with customers on implementing ServiceNow Workflow solutions based on best practices – all with the goal of accelerating and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges - providing support during sales cycles, on direct engagements with our Customers and Partners, and advocating for customer needs within ServiceNow (e.g., Product Management, Customer & Partner Excellence, Training & Certification).

Platform Solution Architect brings architectural guidance, business acumen in the industry (e.g., Employee Experience, Customer Service, Information Technology, etc.), along with deep product expertise, innovation, and knowledge capital to our customers and partners.

What you get to do in this role:

• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes, focused on inter-connectivity between Workflow applications and a customer’s technology landscape, while informing customer on governance best practices
• Interacts with senior leadership or even CXO roles to support discussions related to their implementation roadmap and change management best practices for implementing applications within a Workflow
• Support pre-sales activities like conducting sales presentations, leading solutioning/scoping discussions/workshops, estimating implementation engagement efforts in partnership with Services Account Executives, Solution Sales Executives/Consultants, Sales Account Executives, and Partner Sales Organisations
• Establish mutually beneficial relationships with Workflow product owners and stakeholders, to promote awareness of Workflow Solutions capabilities and roadmaps
• Promote continuous improvement practices for delivery/engagement materials in partnership with related Customer & Partner Excellence Team
• Enable and mentor other members of the ServiceNow delivery team and partner ecosystem
• Up to 50% travel annually, driven by customer needs and internal meetings