Job Description

Sr. Support Readiness Program Manager is a global role reporting to the Director, Technical Support.  This role would be responsible for managing all aspects of planning and enablement in ensuring that the appropriate Support Delivery Team is ready to support all existing and new releases.  Areas that the Support Readiness Program Manager will be responsible for include, but are not limited to, Upgrades, Platform and User Experience.

The candidate will be the single point of contact between engineering and Global Technical Support for their assigned products and applications. This includes overall supportability and the readiness of support for new releases. The Support Readiness Program Manager is responsible for understanding the details of development, identification of training needs, identification of tooling needs, assessment of resource impacts, and identifying other mitigation activities to maximize customer satisfaction of the support received.  The Sr. Support Readiness Program Manager is also responsible for keeping support leadership updated on efforts underway.  Working with teams globally, this role will be responsible for striving towards continuous improvement in key Support metrics including: Customer Satisfaction, Time to Relief, Time to Resolve, Escalation Effectiveness, Case to Usage %, etc. 

This role will also closely interact with his/her counterparts in Professional Services to clearly understand the customer profile and upcoming implementations to ensure a smooth handoff from PS/Partner to Customer support. This includes working with global delivery teams to ensure customer support has the appropriate knowledge and troubleshooting procedures to minimize time to resolution.

WHAT YOU GET TO DO IN THIS ROLE:

• Liaison with Support Delivery teams to propose and drive in-product Supportability items that facilitate prevention of customer cases and if cases should occur, aid in faster resolutions
• Assess impacts of product/functionality changes, to existing customers and Support, and work with Cross Functional teams to address in advance of new release(s)
• Facilitate and drive weekly/bi weekly meetings with Support Delivery and Engineering teams and have a Problem (PRB) review
• Be the single point of contact from support with engineering, professional services and product operations for the said applications and products.
• Actively participate with the BU in meetings to provide an overview of the customer experience –Incident tasks, areas of concern, education, problems etc. 
• Represent Technical Support in the development and release process of new family versions, which include providing feedback on architecture design and operability of product features.
• Work with Engineering BU’s and product operations teams to implement the Transfer of Information (TOI) for support around new releases – identify and address risk items, key features, functionality changes, etc.
• Work with engineering on critical escalations for the specific areas and ensure the respective support delivery teams have the right knowledge and technical skill; organize training, as needed, to bridge any support knowledge gaps.
• Work with the global delivery SME leaders to ensure that the application is being supported well – CSAT, Backlog, headcount, knowledge training gaps, includes facilitating and leading initiatives to improve the customer experience.
• Develop and deliver a QBR to the Support delivery team

Qualifications

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:

• 8+ years of experience in Customer Support in a high tech industry, preferably SaaS environments.
• 8+ years of support services experience, including Technical Support operations and Release Management in a high-tech industry, preferably SaaS environments (ServiceNow, Salesforce, Workday, etc.). 
• 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 effectively with his/her peer group and leading 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.
• Proven ability to maintain a professional demeanor when handling complex user issues and implement/manage governance process to cater to the needs of customers and eco-system partners
• Dynamic, energetic, motivated, positive outlook with the ability to multi-task and prioritize responsibilities with passion
• Have both a deep understanding of and a knack for coordinating the many moving parts essential to achieving success.
• Ability to analyze metrics and provide actionable solutions/recommendations.
• PREVIOUS SERVICENOW EXPERIENCE PREFERRED.

JV20

Additional Information

ServiceNow is an Equal Employment 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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

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WORK PERSONAS

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office. 

REQUIRED IN OFFICE

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

FLEXIBLE 

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

REMOTE

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.