ITOM Product Success Ranger

| Chicago
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ServiceNow, The Enterprise IT Cloud Company, is the industry-leading cloud platform provider for building enterprise applications.  We are redefining markets and changing the perception of enterprise software.  Our cloud platform allows enterprise IT to bring together business strategy, application design and operations in a powerfully simple solution.

To sustain our explosive growth, we are looking for drivers—people who thrive on responsibility and live for the next big challenge.  We seek to employ the brightest and most forward-thinking talent on the planet; we're looking for professionals who aren't content with the status quo. People who are more interested in how things could become.  Accelerate your career and succeed in an environment where you can make an impact daily.  We invite you to join in to stand out.

What you get to do in this role:

  • Be Part of the ITOM Product Success Ranger Team that manages and drives the overall resolution of highly visible, global and strategic customer situations, ensuring 100% customer satisfaction.
  • Handle customer issues that are unable to be solved by support or PS staff.
  • Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues.
  • Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues, often spanning multiple product lines.
  • Application Configuration.
  • Workflow Configuration.
  • UI Configuration.
  • Development of required client specific reporting.
  • Development of requirement integration components (SSO, LDAP, etc).
  • Be a key member of the overall implementation partner team.
  • Prepare client facing and internal deliverables that are technology related.
  • Mentor field resources in implementation methodology, configuration, and best practices for the ITOM application suite
  • Lead requirement gathering workshops to identify use cases and value based acceptance criteria,
    Drive the continuous improvements of our implementation methodology based on client experiences
  • Up to 50% travel annually

Responsibilities

  • Manage and drive the overall resolution of highly visible, global and strategic customer situations, ensuring 100% customer satisfaction.
  • Customer oriented R&D (CORD) – collect information from the field based on customer requirements, use cases, wish lists, as well as explore new cutting-edge technologies, and devise their incorporation into the different products.
  • CORD - Develop best practice protocols based on experience collected from customer implementations.
  • Analyze intricate problem scenarios and develop creative solutions to resolve these issues in real time, as well as port back selected solutions into general releases.
  • Handle customer issues that are unable to be solved by support or PS staff.
  • Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues.
  • Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues, often spanning multiple product lines.

Requirements

In order to be successful in this role, we need someone who has strong technical understanding and experience in one or more of the following areas:

  • Advanced and current understanding (and practice) in Windows Domain and Unix System Administration. Including the understanding of described domain structures, user permission levels, group policy objects and the execution of SUDO Policies
  • Enterprise architecture domains
  • AMZN API, VMware automation, Puppet/Chef/Ansible, integration & automation expertise with orchestration
  • Service oriented and distributed application architecture in the enterprise (web services, data access and persistence, client/server, etc)
  • Cloud Management Platforms such as AWS, VMware, BMC, etc.
  • IT Operations experience in storage, network and compute of enterprise environments
  • ITIL / CMDB implementations (CCMDB, UCMDB, etc.)
  • Scripting with powershell, perl, wmi, ssh, python, javascript. Xpath, Exhibits prior and current technical expertise in web technology and the ability to learn new technology
  • Exceptional communication and presentation skills to include technical and business concepts.)
  • Demonstrated ability to influence and consult (providing options with pros, cons and risks) around all key technical decisions during project delivery
  • Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
  • Proven team player and team builder
  • Degree or equivalent, preferably in Information Technology and proven experience in technical consulting roles
  • We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

 

 

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and 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 (408) 501-8550, or [email protected] for assistance.

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Maria DBDatabases
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • PiwikAnalytics
    • Adobe AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ServiceNowManagement

Location

Before COVID, we were in a new building on Lake and Racine in the West Loop. Right now we're physically distanced but trying to stay social connected!

An Insider's view of ServiceNow

What’s the vibe like in the office?

You make decisions every day that help people. My work makes a big difference, and that’s satisfying.

Medha

Senior Application Developer

What projects are you most excited about?

I wanted to work at a growing company. We're focused, customer-centric, and you can't beat the platform.

Olum

Project Manager

What are some things you learned at the company?

Our purpose is empowering. The company's putting a lot into the culture, the employees - they're investing in us.

Marina

Creative Director

What is your vision for the company?

Amazing products that create great employee and customer experiences and make work, work better, is our passion.

CJ

Chief Product Officer

What is your vision for the company?

Taking a long-range view, we've got the spirit of a start-up and the resources to deliver with high quality.

Preetam

Software Engineer

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Full-time employees get 20 hours per year to volunteer with the non-profit of their choice.
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Starting in 2019
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Starting in 2019 - 20 weeks for birthing parent, 12 weeks for non-birthing parent
Remote Work Program
Work remotely on occasion as needed.
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Starting in 2019 - 20 hours a year starting in 2019
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
With an in house craft beer geek procuring
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses - transit and parking
Company Outings
Site social activities periodically
Free Daily Meals
Free breakfast offered daily
Game Room
Shuffle board, pool table, table games and more!
Stocked Kitchen
Some Meals Provided
Happy Hours
Every Thursday!
Professional Development Benefits
Job Training & Conferences
LinkedIn Learning access, numerous internal training programs, conference attendance options
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Lunch and learns
Continuing Education stipend
We offer $5000 annualy for continuing education.
Online course subscriptions available
Paid industry certifications
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