Job Summary

ServiceNow Support Account Manager . Customer facing ServiceNow account manager who has prior experience on ServiceNow platform.

Key Responsibilities

ServiceNow is seeking highly motivated and professional individuals to join our Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction, as SAMs help ServiceNow change the way people work. The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support-related activities. You will be a member of a highly skilled team focused on a select set of high profile, strategic customers whilst delivering a high-quality service. • Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers. • Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs. • Drive/ensure the continual flow of information with timely updates on all open cases, changes, problems, and on-going projects. • Facilitate summary status reports, including monthly performance reviews and quarterly service reviews. • Act as the facilitator between customers and ServiceNow with reference to mandatory upgrades, patches, and security requirements. • 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. • Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal team to be a champion of change. • Review open cases, problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution. To be successful in this role, we need someone who has: • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI\'s potential impact on the function or industry. • 5-10 yrs of experience with 2+ years of customer-facing experience • Flexible and ready to work in India morning or late evening shift to present on handover calls with the incoming and outgoing regions. • Ready to work on weekends. • Prior ServiceNow implementation knowledge and ServiceNow certifications would be an added advantage. • Excellent written and oral communication skills • Experience dealing with technical support teams • Fundamental understanding of ITSM in enterprise and global deployments • Working knowledge of ITIL incident, problem and release management process • Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer within a global model • Broad technical understanding in a cloud software environment • Automation/tech skillset – UX, Web services, Testing, Requirements, documentation

Skill Requirements

Support Account Management (SAM) for ServiceNow, Customer management, Project Management, ITSM understanding, Prior ServiceNow implementation knowledge and ServiceNow certifications

Other Requirements

ServiceNow is seeking highly motivated and professional individuals to join our Support\\\\r\\\\nAccount Management (SAM) Services team and play a critical role in delivering world-class\\\\r\\\\ncustomer satisfaction, as SAMs help ServiceNow change the way people work.\\\\r\\\\nThe SAM will be delivering both proactive and reactive services and act as a central point of\\\\r\\\\ncontact for all support-related activities. You will be a member of a highly skilled team\\\\r\\\\nfocused on a select set of high profile, strategic customers whilst delivering a high-quality\\\\r\\\\nservice.\\\\r\\\\n• Use industry leading software management tools to proactively identify potential\\\\r\\\\ndegradation of service issues to mitigate and/or resolve business impacting events for\\\\r\\\\ncustomers.\\\\r\\\\n• Deliver business value and solutions by understanding and aligning ServiceNow\\\\r\\\\napplications, features, and benefits as it relates to our customer needs.\\\\r\\\\n• Drive/ensure the continual flow of information with timely updates on all open cases,\\\\r\\\\nchanges, problems, and on-going projects.\\\\r\\\\n• Facilitate summary status reports, including monthly performance reviews and\\\\r\\\\nquarterly service reviews.\\\\r\\\\n• Act as the facilitator between customers and ServiceNow with reference to mandatory\\\\r\\\\nupgrades, patches, and security requirements.\\\\r\\\\n• Manage, document and report on performance against service level agreements\\\\r\\\\n(SLA\\\\\\\'s) and where SLA’s are not being met document and oversee an action plan that\\\\r\\\\nwill result in meeting and exceeding those commitments routinely.\\\\r\\\\n• Drive continual improvement for the customer and their environment through trend\\\\r\\\\nanalysis and partnering with the internal team to be a champion of change.\\\\r\\\\n• Review open cases, problems and changes communicating aligned priorities to\\\\r\\\\nassigned ServiceNow teams to ensure a timely response and resolution.\\\\r\\\\nTo be successful in this role, we need someone who has:\\\\r\\\\n• Experience in leveraging or critically thinking about how to integrate AI into work\\\\r\\\\nprocesses, decision-making, or problem-solving. This may include using AI-powered\\\\r\\\\ntools, automating workflows, analyzing AI-driven insights, or exploring AI\\\\\\\'s potential\\\\r\\\\nimpact on the function or industry.\\\\r\\\\n• 5-10 yrs of experience with 2+ years of customer-facing experience\\\\r\\\\n• Flexible and ready to work in India morning or late evening shift to present on\\\\r\\\\nhandover calls with the incoming and outgoing regions.\\\\r\\\\n• Ready to work on weekends.\\\\r\\\\n• Prior ServiceNow implementation knowledge and ServiceNow certifications would\\\\r\\\\nbe an added advantage.\\\\r\\\\n• Excellent written and oral communication skills\\\\r\\\\n• Experience dealing with technical support teams\\\\r\\\\n• Fundamental understanding of ITSM in enterprise and global deployments\\\\r\\\\n• Working knowledge of ITIL incident, problem and release management process\\\\r\\\\n• Ability to effectively work with tight schedules and fast paced environment to\\\\r\\\\nminimize problem impact on the customer within a global model\\\\r\\\\n• Broad technical understanding in a cloud software environment\\\\r\\\\n• Automation/tech skillset – UX, Web services, Testing, Requirements, documentation