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Principal Support Account Manager
Posted on 6/14/2022
INACTIVE
Locations
Houston, TX, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Management
Requirements
  • Advocacy - Understanding of and focus on the customer's ServiceNow platform and application goals
  • Management - High-level oversight/escalation point for the customer's ServiceNow Case, Problem, and Change records
  • Coordination - Facilitation of major changes and activities within the customer's ServiceNow instances
  • Reporting - Agreed upon and regular service management reporting and analysis
  • 10+ years of professional experience ideally in a high tech environment working at companies with large IT organizations utilizing ITIL best practices in complex global deployments
  • Successful track record in support management applying strong project and task-management abilities to meet your customer deliverables
  • Project and large account management experience
  • Fundamental understanding of ITSM in large organizations
  • Creative problem solver who has the ability to lead internal teams in solving a customer issue
  • Excellent written and oral communication skills
  • Comfortable interacting with all levels of management
  • Working knowledge or ITIL incident, problem and release management process and procedures
  • Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer
  • Experience dealing with technical end-users in support roles
Responsibilities
  • Deeply understand customer business strategies, challenges and IT landscape. Possess the ability to deliver business value by aligning ServiceNow solutions to address the customer's short and long-term support needs
  • Coordinate internal resources, including technical and customer support, professional services and management to meet account performance objectives and customers' expectations
  • Ability to build credibility through action and responsiveness resulting in the perception that no matter what the issue, you are the customer's go to champion within ServiceNow
  • Participate in regularly scheduled conference calls and onsite meetings to ensure the continual flow of information with timely updates on all open issues and on-going projects
  • Facilitate weekly summary status reports; quarterly services reviews and detailed review of root cause analysis findings when applicable
  • Manage, document and report on performance against service level agreements (SLA's) and where SLA's are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely
  • Review open incidents, problems and enhancement requests communicating proper priority and direction to responsible ServiceNow teams to ensure a timely customer satisfying result
  • Act as an escalation point and advocate for critical customer issues
  • Understand and explain ServiceNow application, features and benefits as it relates to customer needs
  • Manage special projects as assigned by management to meet customer and cross-functional team needs
ServiceNow

10,001+ employees

Digital workflows
Company Overview
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations.