Total 139 job vacancies by ServiceNow

Reporting to the Global Lead, Strategic Advisors - Elevate, the mission of the APAC Lead Strategic Advisor - Elevate is to work with ServiceNow's most strategic customers in ensuring improvement in adoption, customer satisfaction, and removing obstacles to expanding the long-term partnership as part of the Elevate team. 

The Elevate team is an integral part of our Strategic Growth engine at ServiceNow. This Business represents our network of strategic customers around the world. The Elevate Team's mission is to help customers maximize their investment in ServiceNow and ensure continued growth and partnership. 

What you get to do in this role:  

• Solution Design: Working with customers to understand key concerns, issues, and reasons for obstacles that are preventing growth. Understand what is needed to promote continued adoption, improve overall satisfaction, and build appropriate plans to execute. 
• ServiceNow Ecosystem Orchestration: Lead engagements with customers that require the coordination of different teams. Escalate issues and concerns impacting customers to the appropriate executives within ServiceNow and the customer. 
• Customer Engagement: Work with customers to create an optimization and/or adoption plan that aligns activities, timelines, owners, and outcomes to improve the customer experience. 
• Strategic Advisor and Advocate: Work with internal leadership teams to formulate appropriate actions plans that help to improve overall customer satisfaction. 

Do you have basic experience with Linux and an interest in learning diagnostics and troubleshooting?

Do you enjoy automating simple, repetitive tasks to make your work easier?

Do you feel a sense of accomplishment when you solve a technical issue, no matter where it is?

If you answered 'yes,' we'd love to hear from you! Click the 'Apply' button, and let's chat about your skills and how we can help you grow.

Want to know more about us?

Now that we've got your attention, keep reading to learn more about the role and our SRE team. We hope it gives you a better sense of who we are and what we're about.

Let’s talk about the role

As a Junior Reliability Engineer in our SRE team, you will:

• Assist in resolving issues within our infrastructure and providing sustainable solutions.
• Work with more experienced engineers to learn best practices in systems engineering, software development, and networking.
• Participate in projects to help improve the reliability and performance of our infrastructure through better system design.
• Contribute to a highly automated environment by supporting initiatives that reduce manual tasks and enhance scalability.

This role is perfect for someone who’s passionate about learning and growing in a collaborative, innovative environment!

Do you have basic experience with Linux and an interest in learning diagnostics and troubleshooting?

Do you enjoy automating simple, repetitive tasks to make your work easier?

Do you feel a sense of accomplishment when you solve a technical issue, no matter where it is?

If you answered 'yes,' we'd love to hear from you! Click the 'Apply' button, and let's chat about your skills and how we can help you grow.

Want to know more about us?

Now that we've got your attention, keep reading to learn more about the role and our SRE team. We hope it gives you a better sense of who we are and what we're about.

Let’s talk about the role

As a Junior Reliability Engineer in our SRE team, you will:

• Assist in resolving issues within our infrastructure and providing sustainable solutions.
• Work with more experienced engineers to learn best practices in systems engineering, software development, and networking.
• Participate in projects to help improve the reliability and performance of our infrastructure through better system design.
• Contribute to a highly automated environment by supporting initiatives that reduce manual tasks and enhance scalability.

This role is perfect for someone who’s passionate about learning and growing in a collaborative, innovative environment!

What you get to do in this role: 

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

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

Manager - Technical Accelerators (ANZ) is accountable for managing a team of Technical Consultants that delivers specified accelerators. This requires the person to collaborate across business functions, customers, and partners, ensuring proper technical governance is followed to gain stakeholder support for the services offered. 

What you get to do: 

· Hire, coach, and lead a team of Senior and Associate level consultants to achieve the ServiceNow business goals and promote a high-performance culture. 

· Responsible for all aspects of employee performance management for your team, including career development, performance reviews, Individual Development Plans, guidance and mentoring · Build and leverage strategic relationships with nearby higher education facilities to source future talent. 

· For newly onboarded employees, execute in a player/coach style role by reviewing customer-facing deliverables focused on the solution delivery and be responsible for the quality of configured/developed solutions. 

· Be responsible for managing execution of the technical delivery for a growing portfolio of accelerator offerings as appropriate to ensure a consistent delivery experience. 

· Facilitates the team’s career and development plans in order to promote individual growth as well as developing talent for the overall ServiceNow ecosystem 

· Holds the team accountable to execute using best practices and tools to deliver value to the Customer 

· Provides strategic technical thinking, building, and executing a business plan to meet team objectives. 

· Communicates and acts as the technical escalation point of contact to facilitate collaboration, decision making, and internal and customer alignment. 

· Responsible for high customer satisfaction as reflected in Customer Survey scores. 

· Promoting continuous improvement practices for accelerators and delivery/engagement materials.

· Develop and maintain strong working relationships with other teams such as Technical Accelerators Leadership, Global Operations, Product Success, Strategy & Portfolio Management, and management counterparts in other regions.

As a member of our Partner Solution Consulting ANZ team, you will be responsible for and have a major impact on our future success by supporting key partners; by driving their sourced business with ServiceNow across all workflows. Also, to build propositions based on the ServiceNow platform and solutions in collaboration with the aligned partners. The role will require a mix of strategic hands-on technical and consultative skills and experience to go wide and deep on solution development and solution positioning during a partner’s sales cycles.  Also, the role requires you to closely collaborate with product-line sales and Industry experts to help build scalable enablement programs and communities.

What you get to do in this role:

The Solution Consultant is a technical consultant with the advanced ability to develop, position and provide product-specific solutions for a partner during their sales cycle to drive quarterly and annual sales goals.

• Support the partner as a technical and domain expert of the ServiceNow platform and solutions.
• Lead discovery workshops to help the partner determine customers' challenges and give product demonstrations to align our solution with customer needs.
• Answer product feature and technical questions from partners and ServiceNow colleagues
• Guide strategic programs in the partner such as key customer accounts.
• Provide feedback to product management about product enhancements that can address customer needs and guide additional value.
• Share and learn best practices and re-usable assets with other Solution Consultants to enhance the quality and efficiency of the team.
• Stay current on competitive analysis and market differentiation.
• Support marketing events including executive briefings, conferences, user groups, and trade shows.

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 are redefining markets and changing the perception of Service Management for the enterprise.  Our cloud platform allows the procurement organization to engage and empower their employees, freeing themselves to focus on the most strategic matters.

We’re disruptive. ServiceNow is acquiring new procurement service management customers at an incredible pace. To sustain our explosive growth, we are looking for drivers—people who thrive on delivering results and live for the next big challenge.  We seek to employ the brightest and most forward-thinking talent on the planet; we're looking for professionals who aren't content with the status quo—people who are more interested in how things could become.  Accelerate your career and succeed in an environment where you can make an impact daily.  We invite you to join in to stand out.

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 challenging yourself to always be better and inspiring each other to be better as well.

As a strategic member of our sales team you will have a major impact on our success. As an Source-to-Pay Solution Consultant, you will be responsible for devising sales strategies, identifying customer challenges and pain, and crafting a message that speaks to relevant, differentiated value.  Connecting with your audience, establishing credibility, the ability to learn quickly, along with a start-up mentality is essential. 

What you get to do in this role:

• Lead from the front by formulating strategies and approaches to establish credibility for ServiceNow’s Source-to-Pay Operations solution
• Create compelling, credibility, and persuasive conversations that elevate our technology in the marketplace
• Help develop programs that enable our sales colleagues to communicate the value of procurement operations management on the ServiceNow platform
• Establish yourself as both a domain and solution expert for both internal enablement as well as customer engagement
• Be willing to broaden your expertise as we continue to develop solutions for procurement services
• Work with Product Management and Development team members to enhance ServiceNow products with new features that anticipate customer needs
• Share best practices and known solutions with colleagues to enhance the quality and efficiency of other team members
• Stay current on competitive analyses and trends impacting procurement services
• Communicate with both business and technical decision makers
• Supporting Marketing events – user conferences, trade shows, analyst demonstrations, webinars, etc…

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

• Lead efforts to develop and build a Support Account Management Team, including development of strategies, objectives and key performance metrics.
• Guide our team members in order to achieve their highest levels of performance through coaching, training, and providing opportunities to build and refine higher-level customer management skills.
• Support and inspire the team to deliver an incredible customer support experience.
• Refine Support Account Management interactions and processes through the extensive use of KPIs, data and analytics.
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, execution and service.
• Continue building upon the relationships with Technical Support, Operations, Sales, Customer Success, Professional Services, Engineering and others.
• Lead Renewal and New Sales business discussions with our organization, Sales teams and Sales Operations, supplementing them with expert knowledge of the Support Account Management Organization.
• Advocate for critical customer issues as a critical escalation point.
• Work with your team members in the participation, management and outcomes of organizational projects and programs designed to enhance our overall program.
• Work with internal teams to continue elevating the Support Account Management Brand internally.
• Continually mentor and execute to achieve our customer, corporate, organizational and employee objectives.

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.

You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer outcomes. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.

What you get to do in this role: 

The Customer Outcomes Senior Platform Architect is a technical advisory role, responsible for helping our customers establish a technical foundation in the ServiceNow Platform and design solutions that improve outcomes. The Senior Platform Architect ensures customers use leading practices around instance strategy, technical governance, core data, integrations and the technical health of the platform. This is a consultative role focused on guiding ServiceNow, partner and customer employees on the engagement team to provide a solution on a technical architecture designed for long-term success.

• You will work with the customer across executive, platform owner, enterprise architects, and development teams during the selling, structuring, and implementation of solutions.
• Be a technical expert across multiple engagements to guide customers, partners, and internal team members to provide successful customer solutions.
• Provide a variety of knowledge across multiple workflows.
• Develop relationships with technical and business leaders at the customer site to understand the role of ServiceNow in their digital transformation vision.
• Translate goals to outcomes into a customer roadmap.
• Translate business information and technical requirements into an architectural blueprint to achieve complex goals.
• Engage with the customer's Enterprise Architects to position ServiceNow as the digital transformation platform standard, integrated with the customer's core applications.
• Manage technical governance, and an delivery operating model and governance.
• Ensure instance health by working with the engagement team to reduce technical debt and align to ServiceNow leading practices.
• Support the sales effort by scoping and estimating the engagement and change orders.
• Be an active contributor of leading practices and expertise related to the ServiceNow platform.

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

• 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.

As a ServiceNow Services Development Manager, you will be responsible for selling a portfolio of service offerings designed to help our customers successfully adopt the products they have purchased and ultimately achieve the business outcomes they expected from utilising our products. These service offerings include our Impact success offering, product implementation services, and training.  The Services Account Executive is well-versed in services and post-sales adoption strategies.  They are a trusted advisor to the account team and our customers for successful implementation, adoption, and value realisation. A quota carrying role, the Services Account Executive owns the Services sales strategy by proactively creating demand for new Services opportunities and partnering with the ServiceNow Sales team and our partners to develop and successfully execute Services sales opportunities for their assigned territory.

• Collaborate with software sales account teams, Customer Outcomes and Training team members, and our eco-system of delivery partners
• Develop and execute a services sales strategy in the designated territory with a target account list

• Proactively create new Services opportunities (Impact, Implementation Services, and Training) in both new and installed base customers
• Create pipeline and manage end-to-end forecasting process for Services opportunities
• Serve as a trusted advisor to the customer by understanding their existing and future digital transformation roadmap and driving the right mix of ServiceNow services to meet their needs
• Arrange and conduct services-related discussions in alignment with the account strategy
• Lead extended team in solutioning and scoping, and proposal development
• Execute value-based selling methodology for Impact, Implementation Services, and Training opportunities

What you get to do in this role:

The role of the Success Advocate is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals.

• You will oversee the engagement and outcomes for customers in your portfolio
• Ensure customers are technically healthy and on the most recent version of our product
• Leverage existing Success Plays to assist customers, but also assist new Success Plays
• Work with customers to create new use case/success stories
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Guide other ServiceNow teams to address customer issues
• Oversee projects identified by leaders
• Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem