73 applicants

Company

ServiceNow · 2 days ago

Senior Support Account Manager

Orlando, FL

Full-time

Remote

Senior Level

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Business Process Automation (BPA)Cloud Management

Growth Opportunities

H1B Sponsor Likely

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Responsibilities

Delivering both proactive and reactive services and act as a central point of contact for all support-related activities.

Driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively.

Comfortable presenting to all levels of management, including C-Level stakeholders.

Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.

Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs.

Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases, changes, problems, and on-going projects.

Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.

Act as the facilitator between customers and ServiceNow with reference to mandatory upgrades, patches, and security requirements.

Manage, document and report on performance against service level agreements (SLA's) and where SLA’s are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely.

Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change.

Review open cases, problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.

Act as an escalation point for customer impacting business critical issues.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical support experienceITSM understandingITIL knowledgeCloud software understandingServiceNow knowledgeService delivery experienceProject management

Required

Excellent written and oral communication skills

Experience dealing 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 process and procedures

Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer within a global model

Broad technical understanding in a cloud software environment

Growth & collaborative mindset

Preferred

ServiceNow platform knowledge or experience

Project Management capabilities and principles

Service delivery account management experience

Benefits

Company-wide designated global well-being days

Flexible working culture to support the balance you need in both work and life

Parental leave programs

Childcare and caregiving benefits

A learning experience platform built using our own technology, to support your learning and development goals as well as a tuition reimbursement program

A global, cross-functional mentoring program

Team building activities

Various employee belonging groups

Volunteering

Community outreach programs

Company

ServiceNow

Glassdoor

4.4

ServiceNow is an AI platform that delivers IT operations, field service management, and app engine solutions.

Founded in 2004

Santa Clara, California, USA

10001+ employees

http://www.servicenow.com

H1B Sponsorship

ServiceNow has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (650)

2022 (816)

2021 (565)

2020 (420)