Senior Staff Problem Manager

About the role

Problem Managers are integral to ServiceNow’s success, working closely with Development, Infrastructure, and Customer Support to manage known errors, mitigate impact, and drive remediation.

Key responsibilities

• Drive root‑cause investigations for high‑impact, high‑visibility escalated issues.
• Collaborate with cross‑functional teams to achieve optimal resolutions for customers.
• Prioritize, plan, and execute problem management activities to deliver the best results.
• Develop and implement evidence‑driven quality and process improvement initiatives.
• Contribute to the design of the Problem Management process, data modeling, and reporting.

Required profile

• Minimum five years of technical experience, including at least two years in problem or product management.
• Proficiency in problem management processes and methodologies.
• Strong analytical and problem‑solving skills with thorough root‑cause analysis capability.
• Excellent communication, collaboration, and leadership abilities.
• Bachelor’s degree in Computer Science, IT, or related field; ITIL certification preferred.

Required skills

• ServiceNow platform experience.
• Scripting in JavaScript and Python.
• Understanding of ITIL (preferably v3) and its Change, Incident, and Problem Management practices.
• Knowledge of Java or other programming languages.