16 May
Operations Readiness Manager, Customer Communications
Florida, Orlando , 32801 Orlando USA

Vacancy expired!

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're on the 2021 list of FORTUNE World's Most Admired Companies®. 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=PLtPPHGXvJpmhypERyQKm5zO2Wd65QinB) about their experiences working at ServiceNow.Our team: Growth-oriented, global, and focused on our customersThe ServiceNow Customer Support Communications team is on a rocket ship of growth, and with that growth comes the need to ensure that our organization is positioned for success. ServiceNow’s end customers rely on maintenance communications sent by our team for important updates about their environments, including security patching, data centers, problems, and releases.The Maintenance Support Readiness Manager will be instrumental to the growth and a valuable, visible member of the team. You will be responsible for all aspects of planning and enablement in ensuring that the Support Communications team is ready to deliver the Communication services for ServiceNow initiated maintenance activities. Areas that the Maintenance Support Readiness Manager will be responsible for include, but are not limited to, Upgrades, Patching, Datacenter Moves, Security Maintenance, Infrastructure Maintenance, and Customer Experience. We are a global team in the Americas, India, EMEA, and APJ that design customer support messaging and own the end-to-end lifecycle of COMM management.The Support Communications team as a whole supports ServiceNow’s vision of ensuring our external customers have a delightful experience when interacting with all groups and websites at ServiceNow. We are laser focused on that end customer experience, while having a little fun along the way. Come join us!Four key objectives for this role:Partner closely with cross-functional, internal maintenance owners to plan ServiceNow initiated maintenance activities to keep the customers secure and supported

Develop maintenance support processes for front-line support representatives working with the customers

Create and deliver TOI’s (transfer of information) sessions for maintenance support team

Drive continuous improvement, coaching and training of yourself and the team to remain relevant in the maintenance support discipline.

Your responsibilities: Leveraging your experience to continually support our customers

Understand ServiceNow’s Platform and Customer Communication processes. After you gain expertise in these areas, you will partner with cross-functional maintenance owners to become a SME expert in the details of the maintenance activities, assessment of resource impacts, and identification of mitigation activities to maximize both the customer experience and success of the maintenance activity.

Leverage your technical expertise and communication skills to design an effective, maintenance support plan for each ServiceNow initiated maintenance activity. Work with all levels of our organization to gain alignment and support for your plan.

Understand the Support Communication processes and tools required to manage your maintenance support area and define improvements to support the maintenance activities. This will include leading requirements sessions, documenting use cases, and defining requirements for the development team.

Work with key cross-functional stakeholders, Technical Support, Support Account Managers, Cloud Engineering, Release Management, Cloud Problem Management, and Product Operations to obtain stakeholder feedback and review feedback from our customers, using that feedback to present a business case for proposed changes to our maintenance communications.

Use Analytics to drive business outcomes, and partner with Customer Communications management team to continually evaluate the effectiveness of our internal intake request process, and maintenance communications for a best-in-class customer experience.

This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.Your background: These skills will position you for success in this roleBA degree discipline or at least 5-7 years of technology experience, including customer support, operations, or professional services – ideally at least 5 years focusing in a high-tech industry, preferably SaaS environments.

Ability to balance Business needs with Customer Experience, bridging gaps with professionalism, optimism, and exceptional communication skills

Experience and passion for Customer Support and Services with a proven understanding of architectural concepts (data, technical, and solution), issues, and trends

Direct experience planning and implementing support activities (infrastructure, instance, release, and / or product)

Ability to analyze metrics and provide actionable solutions/recommendations

Excellent leadership skills with the ability to work independently and collaborative with cross-functional organizations within ServiceNow.

Strong presentation skills – ability to present an executive summary and strategic message, while also able to pivot to present a tactical project plan or detailed status

Ability to manage projects with tight timelines and work under pressure

Experience with the ServiceNow platform or another cloud-based platform

FD21ServiceNow 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 (https://www.servicenow.com/legal/vaccine-policy.html) 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.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) .Work personasWork 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 OfficeA 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.RemoteA 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.

Vacancy expired!


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