At ServiceNow, our technology **makes the world work for everyone** , **and our people make it possible** .
**We are driven by empathy.
**
**The technology we offer navigates change and solves problems.**
**We are confident in the power of our innovation.
**
With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're proud to be one of FORTUNE's 100 Best Companies to Work For® and World's Most Admired Companies® 2022.
Learn more on Life at Now blog (https://blogs.
servicenow.com/category/life-at-now.
html) and hear from our employees (https://www.youtube.
com/playlist?list=PLtPPHGXv_JpmhypERyQKm5zO2Wd65QinB) about their experiences working at ServiceNow.
Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected.
We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.
**What you get to contribute to this role **
+ Manage achievement of critical technical support metrics - CSAT, Time to Resolution (TTR), Backlogs
+ Lead efforts to develop and build a technical team
+ Oversee and participate in change management in relation with customer support.
+ Lead by example to cultivate and maintain a culture built on teamwork and collaboration.
+ Own and bring to conclusion customer escalations by working with cross-teams in support, development, and operations team.
+ Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
+ Represent the Platform, Product and ServiceNow effectively with customers.
+ Manage major operations outages and communications to the customers.
+ Participate in weekend and holiday on-call rotation as required.
+ Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
**What you need to have to add value to this role**
+ A minimum of six (6) years of technical support and service management experience with a minimum of three (3) years in a supervisory or a lead role
+ Experience in managing enterprise support in a large and complex environment in a web-based service and technology
+ Proven capability of having successfully delivered on support metrics and managed support team.
+ Demonstrated ability to provide exceptional internal and external customer care.
+ Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses.
+ Ability to lead change by effectively building commitment and winning support for initiatives.
+ Demonstrated experience in leading with fairness, dependability and adherence to high ethical standards
+ Excellent communication skills, both oral and written; has strong analytical and problem-solving skills
**What’s in it for you**
**_ServiceNow's DNA is built upon purpose and values. We offer a culture of belonging, inclusivity, collaboration, and customer focus.
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**_Work-life balance and well-being are our topmost priorities._**
**_We offer flexible work arrangements.
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**_Our compensation and benefits package are very competitive._**
**How do you apply **
_If you have what it takes to be part of this amazing team, hit the apply button and send in your application.
Alternatively, you may send your CV/resume to_ _ellen.terrado@servicenow.
com_ _or call on 02 9321 2392._
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.
At ServiceNow, we lead with flexibility and trust in our distributed world of work.
Click here (https://www.servicenow.
com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) to learn about our work personas: flexible, remote and required-in-office.
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.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.
S. Government for certain individuals.
All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S.
Government.
Please Note: Fraudulent job postings/job scams are increasingly common.
Click here (https://www.servicenow.
com/fraudulent-job-scams.html) to learn what to watch out for and how to protect yourself.
All genuine ServiceNow job postings can be found through the ServiceNow Careers site (https://www.servicenow.
com/careers.html) .