Manager – Account Escalation Engineering

Job Description

Manager, Account Escalation Engineering (US)

Team & Role

Our Account Escalation Engineering (AEE) team is the pinnacle of Global Technical Support and has engineers who are collectively responsible for providing technical leadership and direction to some of the most complex and demanding customer escalations in ServiceNow.  They drive successful closure of technical issues via collaboration with cross functional teams across the company while delivering the highest degree of customer satisfaction.

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

To sustain our explosive growth, we are looking for drivers—people who thrive on responsibility and live for the next big challenge.  We seek to employ the brightest and most forward-thinking talent on the planet, and we want to hire people who have their best work ahead of them, not behind them.  Accelerate your career and succeed in an environment where you can make an impact daily.  We invite you to join in to stand out.

We are currently seeking a Manager to lead our US Account Escalation Engineering team.

What you get to do in this role:

This is an extremely visible role within a highly innovative team where we provide outstanding customer support in the most challenging of circumstances.  The AEE manager oversees the US AEE team’s activities and works closely with Account Escalation leadership to ensure the timely resolution of customer issues and execution of strategic projects.  This is an exciting and challenging role for candidates with both business acumen and technical expertise.  Successful candidates will be invited to collaborate with a global leadership team on process improvements and strategic initiatives including the opportunity to work with ServiceNow Impact teams.

NOTE: This is not a Sales or Sales Support role.

This position prefers candidates who can pass a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This screening may include a credit check, criminal/misdemeanor check, and a drug test. Employment is contingent upon successful completion of the screening. Due to Federal guidelines, preference will be given to US citizens, US naturalized citizens, or US Permanent Residents (holding a green card)

  Ensures customers and other stakeholders receive excellent and consistent service.

·       Develop and maintain efficient and effective operations leading to ongoing enhanced customer experiences.

·       Be a servant leader who is devoted to making individuals in their team successful through effective coaching and mentoring via regular touchpoints

·       Foster the highest level of commitment among our people through transparent communication about business challenges, successes and results.

·       Creates an environment which encourages people to think, behave, take action and control work and make decisions to attain clear goals.

·       Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.

·       Refine, analyze and validate effectiveness of predictive models to solve business problems and achieve growth and profit business objectives.

·       Determines best hiring strategy to align technical support staff for an ever-evolving product suite.

·       Responsible for People Management – Attrition management, productivity, employee morale, resource allocation and utilization, team motivation and skills training.

Qualifications

To be successful in this role you have:

To be successful in this role you have:

Required Skills: 

·       A minimum of 6 years of Technical Support or Service Management experience, with a minimum of 2 years in a supervisory role is preferred.

·       Demonstrated ability to coach highly-advanced technical resources.

·       “Customer first” mindset and a “Get it done” attitude are critical success factors for this role.

·       Hands on leader who would not hesitate to roll up the sleeves and get down to the details

·       Demonstrated ability to provide exceptional internal and external support.

·       Demonstrated ability to manage complex product support and release environments.

·       Ability to lead change by effectively building commitment and winning support for initiatives.

·       A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards.  Strong analytical and problem-solving skills.

·       A high-energy, entrepreneurial self-starter, independent decision maker and risk-taker who sets steep personal and business goals and successfully develops and executes plans to achieve them.

·       Excellent communication skills, both oral and written.

Preferred Skills: 

·       Knowledge of ITIL, ITSM and/or the ServiceNow Product stack 

·       Prior experience of working with Predictive Models, Big Data, Tableau is highly desirable

Additional Information:

We are a dynamic and rapidly growing software company with a strong sense of dedication to our customers. We work hard but try not to take ourselves too seriously. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business. We provide competitive compensation, generous benefits, and a professional, yet relaxed atmosphere.

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