Total 124 job vacancies by ServiceNow

What you get to do in this role:

• Provide relief and sustainable resolution to issues within our infrastructure.
• Use your experience in software development, systems engineering and networking to proactively prevent repeatable issues.
• Drive initiatives with partner teams to improve the reliability and performance of the infrastructure through improved system design.
• Drive a culture of intolerance to manual activity which results in a highly automated environment delivering scalable solutions.

What you get to do in this role

• Operate and troubleshoot multi-vendor network to identify and resolve issues quickly.
• Take a lead role in the engagement and mitigation of outage causing events or issues.
• Validate problem descriptions and perform detailed problem diagnosis; track and update problems in trouble-ticketing system.
• Perform non-critical investigations into functionality that is not working as desired.
• Engage deeply in the sustainment function to proactively analyze network parameters such as capacity and availability to ensure issues are fixed before they cause an outage.
• Review, consult and prepare for planned change introduction to production environment.
• Participate in rotating “on call” schedule with other members of the team including weekends.
• Partner with teams to plan and execute software code upgrades and device maintenance.
• Partner with the Site Reliability Engineering (SRE) team to provide mentorship and input on operational process improvements.
• Provide feedback to infrastructure architects on design issues or improvements and input into the design process for new initiatives.
• Design and deploy networks based on business and technical requirements.
• Partner with project and program managers to meet overall timelines and resolution of issues.

Note: This position requires the Australian Baseline Security Clearance. If offered employment, you must be willing to complete and successfully pass the adjudication process. Only Australian citizens currently residing in Australia for at least the past 3 years will be considered.

This position reports to: Manager, Major Incident Management

The Major Incident Manager is a key driver for managing the resolution of technical problems with serious consequences to ServiceNow or our customers. This responsibility includes collaborating and partnering with the entire organization to drive action and foster growth. As a member of the Global Technical Support team, the Major Incident Manager is both technically competent and business oriented. The Major Incident Manager must able to work outside of normal business hours (weekend shifts, holidays, & evenings) as needed. At all times the Major Incident Manager will ensure:

• Drive incidents to resolution and ensure accurate and timely customer and executive level communications.
• Ensure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordingly
• Ensure that incident management processes are followed and that incident post mortems are completed to capture process deviations and areas for improvements

What you get to do in this role:

• Drive the ServiceNow Major Incident Management Process for critical customer situations
• Coordinate with peer managers worldwide on resources, issues and schedules
• Manage and report ongoing CritSit metrics
• Support accurate and consistent maintenance of technical and management escalation processes
• Create and maintain recovery playbooks for commonly occurring customer patterns and issues
• Primary lead for Technical Support during customer outages
• Ownership and execution of the active critical incident management process, including:
  • Event analysis, applying the ITIL framework for severity and impact
  • Facilitate the resolution effort and determine when it is necessary to engage additional resources if the resolution effort is stalled during the call with stakeholders
  • Engagement of escalation management resources
  • Manage customer and internal communications at an executive level
  • Timeline documentation and review
• Manage event communications:
• Establish and manage bridge calls with engineers and customers on single customer outage
• Crafts business appropriate communications for the affected operating groups and manages communication on a critical incident conference call
• Post event program management
  • Conduct post-event analysis, leveraging the ITIL problem management process and relationships with engineering to assure that issues to prevent further occurrences
  • Incident Resolution handoffs along with detailed notes and a summary of the business impact and duration to the Problem Management team
•  Perform other duties and projects as assigned

What you get to do in this role:
 

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. We’re disruptive. We work hard but try not to take ourselves too seriously.

We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations, and a career at ServiceNow means always challenging yourself to be better. ServiceNow is currently seeking a Training and Adoption Lead who will focus on leading customers through custom training and user adoption initiatives. The ideal candidate is a utility player, managing demanding deadlines, deliverables and resources to a timeline, guiding customers and expectations, facilitating training and workshops, and overseeing a cross functional team.

• The Lead ensures content and delivery meets company and team standards. The individual is able to lead end-to-end large scale customer projects and programs with minimal oversight. The role requires technical knowledge, strong and varied communication skills and enthusiasm for the ServiceNow Platform. They care about customer and team success and mentor colleagues. They play a key role in approving final course content, providing feedback and helping to evolve and improve the team's offerings and processes. What you get to do in this role:


• Lead custom training and adoption engagements from pre-sales stage to successful delivery of the project in terms of scope, deliverables, budget, client satisfaction, and achievement of required business outcomes.

• Focus on product development and implementation of change enablement package offering.

• Prepare all client facing and internal deliverables such as project plan, issues/risk register, weekly status reports, stakeholder analysis, business impact analysis, communication plans, training plans, measurement strategies, and change champion networks.

• Conduct workshops (in-person and virtually) ensuring stakeholder engagement and progression of deliverables.

• Provide course specifications and gather course content.

• Project manage, develop, and deliver ServiceNow process user course content, train-the-trainer content, and job aids for multiple products and a variety of levels and roles in instructor-led, virtual, eLearning, and recorded formats.

• Deliver projects, content, and training that enable customer success and adoption.

• Develop and deliver training to audiences of varying technical sophistication who are very knowledgeable in their areas of expertise.

• Assist with training needs analyses to ensure that all training materials are highly targeted to the needs of the audience.

• Manage course content for ServiceNow software products and ensure that up-to-date knowledge is conveyed for each release.

• Mentor department peers, contribute to department standards and processes, and share knowledge with internal resources.

• Travel up to 20% worldwide per year.

ServiceNow is currently seeking an experienced  Senior Program Manager to scale, manage, and innovate on our Authorised Training Partner (ATPs) programs across the Asia-Pacific region. The ATP program comprises multiple sub-programs that are vital to the success and scale of our training sales and delivery organizations. Your role is critical in ensuring that ServiceNow Training and Certification is available to consumers, customers, and partners across the region through these authorised training channels.

What you get to do in this role:   

• Proactively recruit, screen, and onboard new ATPs in strategic markets, aligned to global ATP program management and regional sales, delivery, and operations team requirements.
• Set, communicate, and track clear goals for existing ATPs through consistent and effective engagement, including quarterly business reviews and ongoing sales enablement that establishes ServiceNow as a top partner for preferred ATPs.  
• Collaborate with ServiceNow’s marketing and cross-functional teams to create sales enablement content and co-selling collateral for ATPs.
• Work with the regional training Sales manager to build an accurate and predictable go-to-market model for each ATP.
• Align closely with ServiceNow sellers to develop a mutual success plan for leveraging ATPs to achieve regional sales targets.
• Provide strategic guidance on partner program design and development to evolve the ATP program in alignment with global training go-to-market strategy.
• Program maturity: Establish rigorous, automated, and scalable processes that support the ATP engagement strategy and measurement of business outcomes.
• Co-own the internal training sales enablement strategy, including consolidating and communicating training updates and information to training sellers and consultants.  
• Travel up to 20% (worldwide) per year.

Solution Sales is on a journey to innovate across ServiceNow’s go-to-market (GTM), delight our customers, and fuel our unparalleled climb to $20B+. We are moving fast, and with this rapid scale and dynamic growth we are hiring a team of ERP Solution Sales Executives to drive growth for our rapidly expanding ERP solutions portfolio.   

ServiceNow’s unified platform empowers businesses to establish a clean core strategy to modernize their ERP.  We help our customers discover points of friction in their ERP environments, deploy apps and pre-defined workflows or low-code / no-code solutions, and drive continuous improvement for their critical ERP systems.  ERP Solution Sales Executives will be responsible to incubate and grow our expanding ERP product offerings while helping our customers deliver great user experiences.   

ServiceNow is seeking seasoned Solution Sales Executives who know how to succeed in early stage and hyper growth markets.  We need customer facing domain experts who drive innovative business solutions with our customers. 

Candidates for this SSE role should have extensive experience with SAP/and or Oracle ERP as well as the associated technologies in this area (BTP, ECC, S/4 HANNA, Ariba, Coupa).  This position will focus on our low-code app dev App Engine for ERP modernization products (SAP, Oracle, etc.) with the support and partnership of Sales, Channel Partners, Product Management, and the executive management team. This role will need to go deep and wide on all stages of a C-level sales cycle.   

This position comes with the opportunity to play a pivotal role in scaling a hypergrowth business.  The ideal candidate is a proven sales professional, expert at partnering within a matrixed sales environment to drive success.  The ideal candidate will be a superb relationship builder, and an intellectually curious individual who can develop trust across the sales ecosystem and across multiple lines of business with our customers (finance, procurement, IT, risk).  The candidate must be able to prioritize deal engagement to deliver maximum success across a large sales territory.    

What you get to do as an ERP Solution Sales Executive: 

• Partner with the ERP Specialist Solution Consultant to co-develop and execute a go-to-market strategy for the assigned territory you cover.  
• Incubate and scale a new business with an entrepreneurial mindset but do so with the support and heft of a broader GTM engine that consistently produces outstanding NNACV growth. 
• Bring deep domain expertise to create pipeline, mature and develop opportunities, and support core field teams in the final stages of negotiation and close for ERP deals.  
• Deliver on your territory’s NNACV quota for the ERP product line.   
• Provide timely and reliable insight into current quarter forecast and multi-quarter business health.   
• Execute GTM strategies in partnership with WF/BU & cross-functional business partners including marketing, partner, geo-aligned solution sales, digital sales, core field sales and others. 
• Contribute as part of a small, geographically dispersed team of solution sellers who are dedicated to the incubation and growth of our ERP product line.  
• Provide feedback to product management about product enhancements that can address customer needs and provide additional market value.  
• Expand ServiceNow sale capacity by supporting initiatives to execute ERP enablement priorities, expand field domain expertise and ensure competitive readiness.  
• Provide guidance on target account selection and prioritization.  Partner closely with geo-aligned solution sales specialists and core sales teams to build and execute ERP plays and activities. 
• Facilitate best practice sharing between field teams and contribute to a strong virtual community of interest around ERP. 

As an Enablement Business Partner (EBP) for ServiceNow sales enablement, you will be responsible for establishing close business working relationship with the key sales leadership, stakeholders and the GTM teams in Australia and New Zealand (ANZ). You will also work closely with your ANZ functional leads such as sales Operations, HR, Marketing to align the enablement to the business goals and objectives.

By developing an agreed enablement plan with your stakeholders, you will drive various enablement program and activities by providing the parameter and intake (including budgetary requirements) to the global role excellence teams. As EBP, you will ensure that enablement provides an impact to achieve the prioritised business outcomes and goals as provided by the leadership teams. You are responsible for keeping progress and determine the key success criteria and how it may be tracked or measured in agreement with the stakeholders. You are also expected to be proactive in identifying the business enablement needs through the understanding of business data such as pipeline dashboards, reps’ performance dashboards etc.

The role will utilize your collaboration skills in ensuring that the success is driven by team effort with input from the various parts of the business. The ideal candidate should have excellent understanding on the enterprise sales motion and has a track record of managing medium to large programs, working in cross-functional project teams, documenting strong communication, and demonstrating key stakeholder engagement and organisational management.

Primary Responsibilities

· Partner with Sales, Sales Dev, and Specialists leaders to determine their requirements and facilitate enablement programs that will drive the business impact.

· Develop a quarterly enablement plan (QEP) for assignments (programs or training) for execution to the different seller roles that will align to their current skills to be more effective in customer engagements. This is also to be aligned with the sales enablement plan that maps to the area’s priorities and strategies.

· Provide enablement collaboration to align sales enablement with the NowSell methodology across the delivery stages and have joint cross-functional enablement to encourage greater teamwork.

· Provide area enablement plan that will land the global enablement initiatives in the region.

· Manage the regional calendar of sales enablement events, on-demand modules, and quarterly assignments to the learners.

· Collaborate with other enablement peers to increase synergies and develop best practices that will help provide more efficient and effective enablement results.

· Be the subject matter expert and act as trusted advisor to the business leaders for their the GTM teams’ enablement.

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.

What you get to do in this role:

• Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.
• Lead efforts to hire, develop, and build a technical team.
• Oversight and participation in Change Management as it relates to Customer Support.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team.
• Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Represent the Platform, Product and ServiceNow effectively with customers.
• Manage major operations outages and communications to the customers.
• Participate in weekend and holiday on-call rotation as required.
• Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Manage to the company and department’s vision, mission and values.

The team

The Capacity Management team at ServiceNow drives resource availability to support our private and public cloud infrastructure.  We own the hardware lifecycle through deployment, forecasting, run-state resource management, and hardware retirement for the ServiceNow.

The role 

Your role as a Strategic Capacity Engineer is tasked with reviewing the overall health of our top accounts with the ability to articulate the infrastructure resources required.  This includes current and future hardware requirements, consumption analysis, compliance reviews, and a holistic review of our farm as it pertains to storage and performance.  This role requires a partnership with Sales, Account Executives, Account Managers, Senior Directors, and executive leadership providing analysis, utilization, and summarization of accounts and infrastructure.

What you get to do in this role

• Directly interact with a variety of internal teams providing appropriate capacity for those accounts migrating to or currently residing in our public cloud.
• Conceptualize and assist engineering solutions that automate tasks and processes pertaining to public cloud.
• Proactively analyze and identify opportunities for storage reduction providing advance warning to appropriate teams for remediation.
• Proactively identify and assess infrastructure performance deficiencies.
• Identify technical debt and provide guidance across teams.
• Collaborate with cross functional teams to assess current and future hardware requirements to optimize capacity.
• Provide forecasting analysis for non-standard customer infrastructure requirements.
• Monitor and strategize projected growth and scaling for:
  • Database Storage Utilization and Transaction Load.
  • Concurrent User Load and Burst Demand.
  • Planned and unplanned infrastructure lifecycle.

What you get to do in this role:

• Provide relief and sustainable resolution to issues within our infrastructure.
• Use your experience in software development, systems engineering and networking to proactively prevent repeatable issues.
• Drive initiatives with partner teams to improve the reliability and performance of the infrastructure through improved system design.
• Drive a culture of intolerance to manual activity which results in a highly automated environment delivering scalable solutions.

• Customer Advisory
  
  • Lead discovery workshops with prospecting and existing customer leadership and their teams to understand goals and challenges
  • Document and present insights and recommended solutions to meet customer goals
  • Create high-quality deliverables that communicate strategic agreement, present multi-year roadmaps and document the full business case to justify action
  • Help customer estimate value for potential deployment of ServiceNow solutions and then work with them post-implementation to validate value realized using ServiceNow tools and methodologies

• Sales and Customer Success Advisory
  
  • Work with sales and customer success to help establish account strategies for accounts in the region.
  • Provide expertise to help assess and prioritize accounts and strategies
  • Provide full lifecycle business outcome and value realization advice

• Thought leadership
  
  • Identify and lead the creation of new IP (best practices, white papers, workshops, etc.)
  • Improve current methods and frameworks
  • Work with and help the ServiceNow teams on a business consulting approach to sales

What you get to do in this role: 

Be a core part of a new team we are building in Sydney. The role of the Senior Technical Consultant – Impact  is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value. 

Read about Impact Accelerators & watch the videos below to learn more: 

• https://docs.servicenow.com/bundle/washingtondc-impact/page/product/impact/reference/technical-accelerators.html 
• https://www.servicenow.com/legal/servicenow-impact.html

As part of the global customer success organization, this role will help customers unlock business value and accelerate the adoption of the ServiceNow products they have purchased through delivering our technical accelerators. 

You will act as the ServiceNow subject matter expert and bring ServiceNow best practices, innovations, and capabilities to help customers achieve their goals. We have high expectations and a career at ServiceNow means challenging yourself to always be better. 

The ideal candidate is someone with significant experience in ServiceNow development and who wants to help our client base with their digital transformation capabilities. 

• Present and deliver one or more offerings from our portfolio of technical accelerators to complex, large enterprise customers remotely 
• Prepare all client-facing and internal deliverables that are technology-related 
• Identify and drive process improvement opportunities, guide best practices development, and mentor/guide junior team members 
• Guide development of new offerings for our technical accelerator portfolio 
• Engage with customers’ requests in Impact including scoping of the level of effort, fulfilling business requirements, and resolving customer escalations 
• Demonstrate the product, both standard and tailored to customer needs 
• Responsible for understanding business and technical problems addressed by the Customer Success Program evolving products and business needs (security, upgrades, etc.) 
• Develop and maintain strong working relationships with other teams 
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences 
• Mentor resources and peer review development work 

The role of the Principal Technical Consultant – Impact is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value. The role will be part of a new team we are building in Sydney, Australia.

As part of the global customer success organization, this role will help customers unlock business value and accelerate the adoption of the ServiceNow products they have purchased by delivering our technical accelerators.

You will act as the ServiceNow subject matter expert and bring ServiceNow best practices, innovations, and capabilities to help customers achieve their goals. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

The ideal candidate is someone with significant experience in ServiceNow development and who wants to help our client base with their digital transformation capabilities.

• Present and deliver one or more offerings from our portfolio of technical accelerators to complex, large enterprise customers remotely.
• Prepare all client-facing and internal deliverables that are technology-related.
• Identify and drive process improvement opportunities, guide best practices development, and mentor/guide junior team members.
• Guide development of new offerings for our technical accelerator portfolio.
• Engage with customers’ requests in Impact including scoping the level of effort, fulfilling business requirements, and resolving customer escalations.
• Demonstrate the product, both standard and tailored to customer needs.
• Responsible for understanding business and technical problems addressed by the Customer Success Program evolving products and business needs (security, upgrades, etc.).
• Develop and maintain strong working relationships with other teams (internal & external stakeholders)
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.
• Provides thought leadership, leads changes and team leadership by mentoring/coaching team members (IC1 – IC4).
• Mentor resources and peer review development work.

What you get to do in this role 

ServiceNow is currently seeking a Senior Account Escalation Manager to manage customer accounts requiring an enhanced level of interaction and personalized service during account-level escalation. The Account Escalation Manager establishes a trusted short-term advisor relationship that ensures overall customer satisfaction with our products and services.

Note  THIS IS NOT A SALES OR SALES SUPPORT ROLE.

Responsibilities

• Development and Execution of Get Well Plan
• Understand all aspects of the situation and develop a clear scope and get well plan.
• 100% ownership of the account escalation engagement and all activities that make up the get well plan.
• Maintain disciplined and regular communications within accounts, from C-level executives to front line administrators, while building credibility through timely action and responsiveness during the account escalation.
• Review & analyze Customer health trends to proactively identify and resolve issues before the customer escalates.
• Co-ordination with all internal subject matter experts and stakeholders, acting as the primary decision point for all active customer activities pertaining to the account escalation.
• Regularly report internally to leadership audiences, through C-level, on active account escalation status.
• Customer champion, a resource specifically focused on returning the customer environment to a stable state and the customer to a state of satisfaction with ServiceNow, resulting in the continued growth of the account.
• Up to 10% travel annually.

What you get to do in this role:

• Strong experience with performance and stress testing tools and approaches for driving realistic customer simulations
• 5+ years of database management and performance tuning  
• 5+ years of experience supporting or testing large scale web-based distributed applications on containers such as Apache/Tomcat, JBoss, Web Logic, and Web Sphere in a Unix environment
• 3+ years of experience developing on a SaaS, PaaS, or Cloud Infrastructure product/solution
• Proven experience with concurrency, multithreading, and distributed system architectures
• Unix skills: including development, navigation, file manipulation, permissions, searching/finding files and text contents, and administrative actions
• Strong problem-solving and analytical skills with an aptitude for learning new technologies
• developing and deploying mission critical software
• Bachelor's degree in Computer Science or Information Systems or equivalent technical discipline, or similar work experience.
• Eagerness to learn everything about the ServiceNow Platform

What you get to do in this role: 

Be a core part of a new team we are building in Amsterdam. The role of the Senior UX Design Strategist – Impact  is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value.

As part of the global customer success organization, this role will help customers realize the most value from their ServiceNow implementations through a focus on user experience. They will work with customers who implemented or plan to implement any of ServiceNow’s workflow products to transform how work gets done, with a focus on the needs and abilities of the customers’ end users.

Responsibilities:

You will act as the ServiceNow subject matter expert and bring UX best practices and strategies to help customers achieve their goals. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

Discovery activities may include conducting user research activities such as card sorts, tree tests, and usability tests, or applying your design expertise to an expert review of a solution. The right candidate also is comfortable working with Figma to design interface prototypes to guide the implementation of a configured solution.

• Assessing the usability of an implemented solution through usability testing techniques and expert reviews.
• Recommending platform-specific solutions in collaboration with Impact colleagues
• Crafting design prototypes using Figma to articulate a user experience vision to customer stakeholders.
• Articulating design concepts and solutions to technical and non-technical stakeholders
• Thought leadership - ability to lead, influence & mobilize multiple internal collaborators (including top executives) and priorities in a dynamic environment
• Plan, facilitate, and co-deliver design thinking led workshops with customers (participants range from end users to C-level) to define product implementation requirements
• Develop and maintain strong working relationships with other teams
• Mentor resources and peer review work

What you get to do in this role

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.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

What you get to do in this role

• Design and deploy networks based on business and technical requirements.
• Partner with project and program managers to meet overall timelines and resolution of issues.
• Operate and troubleshoot networks to identify and resolve issues quickly.
• Take a lead role in the engagement and mitigation of outage causing events or issues.
• Validate problem descriptions and perform detailed problem diagnosis; track and update problems in trouble-ticketing system.
• Perform non-critical investigations into functionality that is not working as desired.
• Engage deeply in the sustainment function to proactively analyze network parameters such as capacity and availability to ensure issues are fixed before they cause an outage.
• Review, consult and prepare for planned change introduction to production environment.
• Participate in rotating “on call” schedule with other members of the team including weekends.
• Partner with teams to plan and execute software code upgrades and device maintenance.
• Partner with the Site Reliability Engineering (SRE) team to provide mentorship and input on operational process improvements.
• Provide feedback to infrastructure architects on design issues or improvements and input into the design process for new initiatives.

Sample first 6-month deliverables

• Quickly integrate into the environment and gain a solid understanding of network architecture, organization, and process/procedures.
• Deploy capacity into a datacenter based on demand.
• Participate in incident bridges and serve as the networking engineering resource to troubleshoot and mitigate outages.
• Take ownership of a minimum of two datacenters perform all sustainment engineering functions.
• Partner with the SRE team to identify and solve one network process issue.

Team

Come join the Global Proposal Services team and work with a group of highly talented proposal and project managers as we transform the art and best practices of creating winning proposals.  This team is responsible for the development of best-in-class proposals supporting the ServiceNow sales team as we strive to become the defining software company of the 21st century.

Role

We are seeking a highly skilled and motivated Proposal Manager who is fluent in Japanese to join our team in Sydney.  You will be responsible for managing the proposal process from inception to submission, ensuring high-quality, competitive proposals.  You will have the opportunity to work on a global team of professional proposal experts in a fast-paced, growing sales community.

What you get to do in this role:

• You will assemble and lead collaborative, cross-functional teams in the development of proposals in both English and Japanese
• You will coordinate and produce proposals & responses to customer requests (RFI, RFQ, ITT, RFP, etc.)
• Responsible for driving the proposal process and leading critical milestones ensuring all deadlines are met as well as coordinating reviews with key stakeholders providing final quality assurance and adherence to corporate and legal compliance
• Day to day, you’ll be the project and proposal manager leading diverse sales teams through the proposal development process and generating professional proposals

The Role

We are currently seeking motivated Contact Center Agents to join our Contact Center team in Sydney, supporting our globally growing customer base. You shall be responsible for providing best-in-class support for the ServiceNow platform, to ensure a positive customer experience. In this role you will:

• Professionally answer calls from customers and partners
• Create cases on NowSupport, gathering key information that will enable our Subject Matter Expert Teams to resolve problems detected.
• Assign cases in NowSupport to the correct Subject Matter Expert Team.
• Teach customers how to create cases in NowSupport.
• Provide initial triage support by answering basic customer inquiries via case, phone or e-mail in a timely efficient manner.

What you get to do in this role

• You will be supporting users in the use of the ServiceNow platform by providing necessary advice and/or training in how to create cases.
• You will perform initial triage of customer cases with documented solutions and/or workarounds.
• You will be escalating to internal support resources and Subject Matter Experts when necessary.
• You will answer and create multiple cases daily.

The Role

We are currently seeking 5 motivated Contact Center Agents to join our Contact Center team in Sydney, supporting our globally growing customer base. You shall be responsible for providing best-in-class support for the ServiceNow platform, to ensure a positive customer experience. In this role you will:

• Professionally answer calls from customers and partners
• Create cases on NowSupport, gathering key information that will enable our Subject Matter Expert Teams to resolve problems detected.
• Assign cases in NowSupport to the correct Subject Matter Expert Team.
• Teach customers how to create cases in NowSupport.
• Provide initial triage support by answering basic customer inquiries via case, phone or e-mail in a timely efficient manner.

What you get to do in this role

• You will be supporting users in the use of the ServiceNow platform by providing necessary advice and/or training in how to create cases.
• You will perform initial triage of customer cases with documented solutions and/or workarounds.
• You will be escalating to internal support resources and Subject Matter Experts when necessary.
• You will answer and create multiple cases daily.

The Role

We are currently seeking motivated Contact Center Agents to join our Contact Center team in Sydney, supporting our globally growing customer base. You shall be responsible for providing best-in-class support for the ServiceNow platform, to ensure a positive customer experience. In this role you will:

• Professionally answer calls from customers and partners
• Create cases on NowSupport, gathering key information that will enable our Subject Matter Expert Teams to resolve problems detected.
• Assign cases in NowSupport to the correct Subject Matter Expert Team.
• Teach customers how to create cases in NowSupport.
• Provide initial triage support by answering basic customer inquiries via case, phone or e-mail in a timely efficient manner.

What you get to do in this role

• You will be supporting users in the use of the ServiceNow platform by providing necessary advice and/or training in how to create cases.
• You will perform initial triage of customer cases with documented solutions and/or workarounds.
• You will be escalating to internal support resources and Subject Matter Experts when necessary.
• You will answer and create multiple cases daily.

Do you

• know Linux in various levels of diagnostics and troubleshooting?
• write code to automate repetitive tasks every time you face repetitive work?
• smile when you solve an issue in Frankfurt from your laptop in Sydney?

Answer 'yes' to these questions and we would like to hear from you. Go ahead, hit the Apply button and let's have a chat about your skills and experiences.

Want to know more about us?

Now that we have set the pace, keep reading if you want to understand more about the role and the SRE team. 

As reliability engineer in the SRE team you will :

• Provide relief and sustainable resolution to issues within our infrastructure.
• Use your experience in software development, systems engineering and networking to proactively prevent repeatable issues.
• Drive initiatives with partner teams to improve the reliability and performance of the infrastructure through improved system design.
• Drive a culture of intolerance to manual activity which results in a highly automated environment delivering scalable solutions.

Now a bit about the SRE team

The SRE team is a group of highly technical engineers who are tasked with maintaining and developing the reliability, scalability and performance of the ServiceNow infrastructure. The SRE is empowered to drive technical resolutions across the technology stack from hardware through to application and all stops in between. They are also tasked with driving forward the operability of the platform to drive down the number of incidents and to reduce MTTR.

To accomplish this the team combines software development, networking and systems engineering expertise with a strong desire to be challenged by problems of scale and complexity and to make services better for our customers.