Senior Problem Manager - Cloud Infrastructure

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
As a Senior Problem Manager, you'll identify and remediate problems within our customer cloud infrastructure.
Problem Managers play an integral part in ServiceNow's success, and we work closely with Software Developers, System Administrators, and Support Technicians to manage known errors, mitigate their potential impact, and drive remediation. Additionally, we support root cause troubleshooting and analysis, incident escalations, and other critical ITIL processes.
What you get to do in this role

• Drive root cause investigations for high impact/high visibility issues.
• Collaboratively develop creative and meaningful resolutions to problems, creating the best results for our customers and the company.
• Contribute to the design of new processes, data modeling, reports, policies, and procedures across operational, support, and other adjacent teams.
• Grow problem management best practices across all functions and levels of the organization by training, coaching, and providing guidance to internal teams.

Qualifications
To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 6+ years of experience in Information Technology or SaaS enterprise software industry
• Previous experience with enterprise cloud infrastructure
• At least 3 years of experience with Problem Management or a closely related field (program, project, release, change management) and the ability to demonstrate an in-depth knowledge of Problem Management processes in a dynamic cloud service environment
• Previous experience supporting Software as a Service (SaaS), Platform as a Service (PaaS), or Infrastructure as a Service (IaaS) for enterprise customers.
• Ability to effectively communicate across all organizational levels to include executives, managers, peers, and customers.
• Outstanding verbal, written, and interpersonal communication skills. Specifically, the ability to explain technical issues in a concise and complete manner.
• Align teams, collaborate with cross-functional stakeholders, and deliver on multiple complex projects.
• Help drive team and organizational goals while also delivering on immediate operational demands.
• Ability to work independently or lead in an ambiguous, fast-paced environment.
• Self-starter with strong technical skills and an ability to learn new technologies quickly.
• Ability to lead and contribute to a technical investigation across hardware, networking, and internal tooling or a mix as required to determine root cause and preventative measures.
• Have working knowledge of ITIL, preferably ITIL v3, specifically Change, Incident, and Problem Management.
• Familiarity with ServiceNow or similar workflow products.
• Background in systems engineering, systems administration, custom automations, networking, lifecycle, or ad hoc project management is preferred.

GCS-23
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.