Company Description

　　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 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

　　Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

　　Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

　　Job Description

　　What you get to do in this role: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 needsCoordinate internal resources, including technical and customer support, professional services and management to meet account performance objectives and customers' expectationsAbility 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 ServiceNowParticipate 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 projectsFacilitate weekly summary status reports; quarterly services reviews and detailed review of root cause analysis findings when applicableManage, 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 routinelyReview open incidents, problems and enhancement requests communicating proper priority and direction to responsible ServiceNow teams to ensure a timely customer satisfying resultAct as an escalation point and advocate for critical customer issues. Understand and explain ServiceNow application, features and benefits as it relates to customer needsManage special projects as assigned by management to meet customer and cross-functional team needsQualifications

　　To be successful in this role you have:

　　The successful candidate will have experience in a high-tech environment, working with companies with large IT organizations utilizing ITIL best practices in complex, global deployments. Your experience should also include a successful track record in support management applying strong project and task-management abilities to meet your customer deliverables. You are a creative problem solver who can lead internal teams in solving a customer issue.

　　Essential:Excellent written and oral communication skills in English and German language (minimum B2)Account management experienceFundamental understanding of ITSM in large organizationsComfortable interacting with all levels of managementWorking knowledge of ITIL incident, problem and release management process and proceduresAbility to effectively work with tight schedules and fast paced environment to minimize problem impact on the customerAbility to work cohesively within a global modelBroad technical understanding in a cloud software environmentHave a growth & collaborative mindsetAdvantageous:Experience with ServiceNow will be considered an advantageExperience dealing with technical support teamsExperience of working in an international environmentExperience in Project Management capabilities and principlesAdditional Information

　　ServiceNow 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.

　　At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

　　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 [email protected] 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 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 .

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