Job Opportunity at ServiceNow

ServiceNow is dedicated to making work better for everyone, including our employees. We believe your best work thrives when you live your best life and share your unique talents. Our culture, 'Win as a Team,' inspires us to wow our customers. We remain hungry and humble, fostering a sense of belonging. Sustainability, inclusivity, and diversity are central to our business, ensuring transparency, equity, and accountability for meaningful, measurable change. Join us on this journey towards a better future.

Beyond a competitive salary and opportunities for career progression in a forward-thinking organization, we provide comprehensive resources for your well-being and that of your loved ones. Our benefits include mental health resources, coaching, 24/7 support, family support, and parental leave programs.

• Company-wide global well-being days for personal time.
• Flexible working culture to support work-life balance.
• Parental leave programs.
• Childcare and caregiving benefits.
• A learning experience platform powered by ServiceNow technology, with tuition reimbursement.
• Global, cross-functional mentoring program.
• Team building activities, employee belonging groups, volunteering, and community outreach.

Your Role in the Support Account Management (SAM) Services Team

ServiceNow is seeking motivated individuals for our Support Account Management (SAM) Services team to deliver world-class customer satisfaction and transform how people work.

As a SAM, you will provide proactive and reactive services, acting as the primary contact for all support-related activities. You will be part of a skilled team dedicated to a select group of high-profile, strategic customers, ensuring high-quality service delivery.

You will drive cross-functional teams to clearly identify and effectively resolve customer issues.

Key Responsibilities:

• Present to all levels of management, including C-Level stakeholders.
• Utilize industry-leading software management tools to proactively identify potential service degradations, mitigating business-impacting events for customers.
• Deliver business value and solutions by aligning ServiceNow applications, features, and benefits with customer needs.
• Conduct regular customer conference calls and meetings to ensure continuous information flow and timely updates on cases, changes, problems, and projects.
• Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.
• Act as the liaison between customers and ServiceNow regarding mandatory upgrades, patches, and security requirements.
• Manage, document, and report on performance against Service Level Agreements (SLAs), developing action plans for unmet commitments.
• Drive continuous improvement for customers through trend analysis and collaboration with internal account teams.
• Review open cases, problems, and changes, communicating priorities to ServiceNow teams for timely response and resolution.
• Serve as an escalation point for customer-impacting, business-critical issues.

Qualifications:

• Experience integrating AI into work processes, decision-making, or problem-solving.
• 10-12 years of experience, with at least 2 years in a customer-facing role.
• Flexibility to work India early morning or late evening shifts for handover calls.
• Willingness to work on weekends.
• Prior ServiceNow implementation knowledge and certifications are advantageous.
• Excellent written and oral communication skills.
• Experience working with technical support teams.
• Fundamental understanding of ITSM in enterprise environments and global deployments.
• Comfortable interacting with all levels of management.
• Working knowledge of ITIL incident, problem, and release management processes.
• Ability to work effectively under tight schedules in a fast-paced global environment to minimize problem impact.
• Broad technical understanding in a cloud software environment.
• Growth and collaborative mindset.

Nice to Have:

• ServiceNow platform knowledge or experience.
• Project Management capabilities and principles.
• Service delivery account management experience.

Additional Information:

ServiceNow embraces a flexible and trusting approach to our distributed work environment. Work personas (flexible, remote, or in-office) are assigned based on job nature.

ServiceNow is an equal opportunity employer. We consider all qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, national origin, ancestry, age, disability, gender identity, marital status, veteran status, or any other protected category. We also consider qualified applicants with arrest or conviction records in accordance with legal requirements.

We are committed to creating an accessible and inclusive experience for all candidates. If you require a reasonable accommodation for the application process, please contact globaltalentss@servicenow.com.

Employment is contingent upon obtaining any required export control approvals.