Cloud Service Resolution Specialist

6 days ago


Dublin, Dublin City, Ireland Servicenow Full time

**Company Overview**

Servicenow is a global market leader in cloud-based platforms, connecting people, systems, and processes to empower organizations.

Our innovative AI-enhanced technology serves over 8,100 customers, including 85% of the Fortune 500.

We strive to make the world work better for everyone.

Job Description:

A Senior Problem Manager will identify and remediate problems within our customer cloud, collaborating with cross-functional stakeholders to drive remediation and root cause investigations.

This role involves developing creative resolutions, contributing to process design, and training internal teams on problem management best practices.

Key responsibilities include driving root cause investigations, developing meaningful resolutions, contributing to new process design, and growing problem management best practices across the organization.

Required Skills and Qualifications:

  • Experience in leveraging AI or critically thinking about integrating AI into work processes, decision-making, or problem-solving.
  • At least 3 years of experience with Problem Management or a closely related field, with 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, align teams, and deliver on multiple complex projects.
  • Working knowledge of ITIL, preferably ITIL v3, specifically Change, Incident, and Problem Management.

Benefits:

Servicenow values inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate.



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