Servicenow
Senior ITSM Process Engineer, Digital Technology Problem Management
Servicenow, Santa Clara, California, us, 95053
Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.Job Description
CompanyWork matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.TeamServiceNow Digital Technology Solutions is a team of talented and energetic individuals. They are responsible for the design, build, support, and operation of our critical internal business services. The Staff Analyst works across the entire enterprise with service owners and Digital Technologies leaders to minimize the adverse impact of incidents and problems on the organization.RoleThe ServiceNow Staff Analyst, Digital Technology ITSM Problem Management plays a key role in driving incident and problem reduction across the Digital Technology organization. They are responsible for prioritizing, analyzing, and driving resolution of IT problems.What you get to do in this role:Problem Resolution: Work diligently to find solutions to problems, coordinating with technical experts if necessary. Ensure problems are resolved in a timely manner and communicate the progress to stakeholders.Incident Trend Analysis: Analyze incident data to identify trends and potential problems before they escalate. Use this analysis to prioritize problem resolution efforts and prevent widespread issues. Monitor Service Desk ticket trends in real time to identify problems and communicate accordingly.Service Improvement: Continuously seek opportunities to improve system performance by addressing underlying problems. Work on improvement plans in collaboration with other ITSM processes to enhance service quality.Reporting: Generate reports on problem management activities, including the number of recurring incidents addressed, root cause analyses performed, and preventive measures implemented. Present findings to program management and customers.Training and Mentoring: Provide guidance and training to other IT staff on best practices related to problem management. Mentor team members and share knowledge to enhance problem-solving skills within the organization.Customer Focus: Understand the impact of recurring problems on customers and end-users. Prioritize problems that have a significant impact on service delivery and customer satisfaction.Continuous Improvement: Continuously evaluate the effectiveness of problem management processes and make recommendations for improvements. Stay updated with industry trends and best practices related to problem management.Qualifications
To be successful in this role, we need someone who has:Bachelor's degree in Information TechnologyITIL V3 or V4 CertificationA minimum of 10+ years related experience working in large, global, technology functions.5+ years of experience coordinating all aspects of problem management activities.Strong technical background with a deep proficiency of IT infrastructure and application development.Demonstrable experience in problem management and incident management.Experience with data analysis and reporting tools (e.g., ServiceNow Performance Analytics, SQL, Excel, BI tools).Experience with ServiceNow products and services.Excellent analytical and problem-solving skills.Possess excellent communication skills to convey results to different levels of leadership.Ability to work under pressure and meet deadlines.Ability to work independently and as part of a team.Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
#J-18808-Ljbffr
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.Job Description
CompanyWork matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.TeamServiceNow Digital Technology Solutions is a team of talented and energetic individuals. They are responsible for the design, build, support, and operation of our critical internal business services. The Staff Analyst works across the entire enterprise with service owners and Digital Technologies leaders to minimize the adverse impact of incidents and problems on the organization.RoleThe ServiceNow Staff Analyst, Digital Technology ITSM Problem Management plays a key role in driving incident and problem reduction across the Digital Technology organization. They are responsible for prioritizing, analyzing, and driving resolution of IT problems.What you get to do in this role:Problem Resolution: Work diligently to find solutions to problems, coordinating with technical experts if necessary. Ensure problems are resolved in a timely manner and communicate the progress to stakeholders.Incident Trend Analysis: Analyze incident data to identify trends and potential problems before they escalate. Use this analysis to prioritize problem resolution efforts and prevent widespread issues. Monitor Service Desk ticket trends in real time to identify problems and communicate accordingly.Service Improvement: Continuously seek opportunities to improve system performance by addressing underlying problems. Work on improvement plans in collaboration with other ITSM processes to enhance service quality.Reporting: Generate reports on problem management activities, including the number of recurring incidents addressed, root cause analyses performed, and preventive measures implemented. Present findings to program management and customers.Training and Mentoring: Provide guidance and training to other IT staff on best practices related to problem management. Mentor team members and share knowledge to enhance problem-solving skills within the organization.Customer Focus: Understand the impact of recurring problems on customers and end-users. Prioritize problems that have a significant impact on service delivery and customer satisfaction.Continuous Improvement: Continuously evaluate the effectiveness of problem management processes and make recommendations for improvements. Stay updated with industry trends and best practices related to problem management.Qualifications
To be successful in this role, we need someone who has:Bachelor's degree in Information TechnologyITIL V3 or V4 CertificationA minimum of 10+ years related experience working in large, global, technology functions.5+ years of experience coordinating all aspects of problem management activities.Strong technical background with a deep proficiency of IT infrastructure and application development.Demonstrable experience in problem management and incident management.Experience with data analysis and reporting tools (e.g., ServiceNow Performance Analytics, SQL, Excel, BI tools).Experience with ServiceNow products and services.Excellent analytical and problem-solving skills.Possess excellent communication skills to convey results to different levels of leadership.Ability to work under pressure and meet deadlines.Ability to work independently and as part of a team.Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
#J-18808-Ljbffr