Be an early applicantLess than 25 applicants

Company

ServiceNow · 11 hours ago

Supportability and Release Readiness Manager

San Diego, CA

Full-time

Remote

Mid, Senior Level

$143K/yr - $250K/yr

5+ years exp

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Business Process Automation (BPA)Cloud Management

Growth Opportunities

H1B Sponsor Likely

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Responsibilities

Analyze Support Case data for knowledge/documentation gaps, training opportunities, and product improvement requirements

Perform data analysis, use case analysis and business process mapping to identify and quantify inefficiencies which can be improved through automation, for cross functional business entities

Provide monthly product analysis and guidance reports to Support Delivery Management

Identify opportunities to improve the customer experience with the product and therefore deflect cases coming into support

Identify opportunities to reduce support effort to resolve incoming cases

Identify opportunities for tools that help Support Delivery resolve cases faster

Assess impacts of product/functionality changes, to existing customers and Support, and work with Engineering, Product Owners and Cross Functional teams to address in advance of new release(s)

Submit Knowledge and documentation updates and track through completion

Create business cases and drive projects

Connect functional and technical requirements to business requirements

Engage with Product Management and Engineering to determine product improvements areas for future releases

Partner with Engineering and Support Delivery to improve product fix best practices and improve fix quality

Partner with Engineering and Support Delivery to improve defection of support cases via improvement of the Known Error Articles on Known issues

Build relationships across the organization to gain buy-in and move initiatives forward.

Be the point of contact from support with engineering and product operations for the said applications and products

Represent Technical Support in the development and release process of new family and store release versions, which include providing feedback on architecture design and operability of product features

Submit Supportability requirements to Product Management and track those requirements

Drive Continuous Improvement initiatives that target our customers' ability to identify known issues

Generate regular supportability dashboards and reports

Forecast, Track, and report on the value generated from supportability initiatives

Deliver quarterly release roadmap reviews to cross-functional audiences

Balance multiple priorities and deadlines

Perform other duties and projects as assigned

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.

ServiceNowCustomer SupportDatabase technologiesProgramming/ScriptingProject ManagementITILJavaScriptReactData Visualization toolsData analysisBusiness process mappingMetrics analysisCross-functional collaborationHTMLCSSTableauPowerBI

Required

BA/BS degree or higher in Business Management, Computer Information Systems (CIS), Management Information Systems (MIS), Operations and Information Management (OIM) or other equivalent combination of education and experience

Expert level proficiency managing large projects or programs with cross-functional teams

Deliver solutions and strategies while mitigating or removing obstacles.

Experience utilizing software to keep projects organized, track metrics, and report on progress

Preferred

Previous ServiceNow experience preferred

At least 5-7 years of experience in Customer Support in a high-tech industry, preferably SaaS environments

Demonstrated proficiency with Database technologies (MySQL, PostgreSQL) and programming/scripting (JavaScript, React, HTML, CSS)

Exposure and working knowledge of Enterprise Customer Support environments using best practices such as ITIL. Experience on Service products, preferable ServiceNow like ITSM, ITBM, ITOM, etc.

Excellent leadership skills with the ability to work independently and collaborative with cross functional organizations within ServiceNow

Collaborate across multiple teams and functions. As such, demonstrated ability to work cross functionally and lead by influence is an absolute must.

Excellent interpersonal, written, and oral communication skills, demonstrated by the ability to: listen to and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with, and facilitate groups.

Outstanding presentation skills and ability to demonstrate value to stakeholders at various functional levels

Dynamic, energetic, motivated, positive outlook with the ability to multi-task and prioritize responsibilities with passion

Ability to analyze metrics and provide actionable solutions/recommendations

Experience with Data Visualization tools such as Tableau and PowerBI

Benefits

Health plans, including flexible spending accounts

A 401(k) Plan with company match

ESPP

Matching donations

A flexible time away plan

Family leave 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

10,001+ employees

http://www.servicenow.com

H1B Sponsorship

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Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2023 (650)

2022 (816)

2021 (565)

2020 (420)