Manager, Technical Support - UX

Servicenow Orlando , FL 32801

Posted 2 months ago

Company Description

ServiceNow is making the world of work, work better for people. Our cloudbased platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.

We're looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

What you get to do in this role:

The Global Technical Support team is diverse, creative, fast-growing team! We provide technical support round the clock. Support Centers are located in Australia, India, Ireland, Japan, Netherlands, UK and US. We are looking for engineers who have passion for technology, problem solving and eager to help customers. We work with different internal teams to provide great customer experience. We thrive to meet objectives, maintaining work focus despite obstacles or setbacks.

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.

Qualifications

To be successful in this role you have:

  • A minimum of 6 years technical support and service management experience with a minimum of 3-4 years in supervisory role is required.

  • Experience managing Enterprise support in a large and complex environment in a web-based service and technology.

  • Proven capability of having successfully delivered on support metrics and managed support team.

  • Customer first Mind set and a "Get it done" attitude are critical success factors for this role.

  • Demonstrated ability to provide exceptional internal and external customer care.

  • Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses.

  • Ability to lead change by effectively building commitment and winning support for initiatives.

  • A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards. Strong analytical and problem-solving skills.

  • Excellent communication skills, both oral and written.

JV20

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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