ServiceNow is hiring a Senior Problem Manager - Cloud Infrastructure - Federal

ServiceNow is looking for a Senior Problem Manager - Cloud Infrastructure - Federal to proactively identify and remove problems within customer cloud infrastructure, specifically for US Public Sector customers. This role is integral to ServiceNow's success, requiring close collaboration with Development, Infrastructure Operations, and Customer Support to manage known errors, mitigate impact, and drive remediation.

What You'll Do

• Drive root cause investigations across complex cloud infrastructure.
• Produce professional root cause analysis documentation for customers.
• Ensure the prioritization, planning, and execution of problem resolutions.
• Develop and implement evidence-driven process improvement initiatives across the organization.
• Contribute to the design of the Problem Management process, data modeling and reporting, policies, and procedures.
• Provide training, coaching and guidance to internal teams, growing problem management best practices.
• Present to all levels of the organization on infrastructure issues and trends.

What We're Looking For

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 6+ years of experience with Project & Program Management within data center infrastructure and enterprise software Cloud Infrastructure and Operations environments.
• Ability to effectively communicate within a team environment and across organizational levels.
• Outstanding verbal, written and interpersonal skills.
• Attention to detail and the ability to communicate the right level of detail to the right audience.
• Ability to work independently or to lead a team in a fast-paced environment.
• Self-starter with strong technical skills and the ability to learn new technologies quickly.
• Ability to lead and contribute to a technical investigation across hardware, networking and internal tooling to determine root cause and preventative measures.
• Have working knowledge and applied skills in ITIL (preferably ITIL v3), specifically Change, Incident and Problem Management.
• Ability to query data and generate reports using one of a variety of tools, including SQL, Tableau, Microsoft Excel, Python, or similar for data research and analysis tasks.
• Knowledge of the ServiceNow product.
• Must be a US citizen, US naturalized citizen or US Permanent Resident, holding a green card.
• Must pass a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards), including a credit check, criminal/misdemeanor check and drug test.

Nice to Have

• Previous ServiceNow experience.
• Bachelor’s degree.

Technical Stack

• SQL
• Tableau
• Microsoft Excel
• Python
• ServiceNow

Team & Environment

You will work closely with Development, Infrastructure Operations, and Customer Support teams.

Benefits & Compensation

• Salary: $126,800 - $221,900 + equity
• Health plans, including flexible spending accounts
• 401(k) Plan with company match
• ESPP
• Matching donations
• Flexible time away plan
• Family leave programs

Work Mode

This is a hybrid position open to candidates in the US.

ServiceNow is an equal 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.