Customer Support Process Analyst | 22296

Customer Support Orlando, Florida Santa Clara, California


Job Description: Customer Support Process Analyst  


This position is part of the Global Customer Support organization reporting to the Director, Process Management in the of Customer Support Operations organization.  The position will be based in one of the following locations:

  • Orlando, FL
  • Santa Clara, CA

This role will be responsible for managing key internal Customer Support processes and projects with the aim of improving the overall customer and employee support experience.  Deliverables will include reviewing and updating existing support processes, implementation of new support processes and programs, employee communications and rollout of key improvement initiatives. 

Responsibilities include the following:

  • Reviewing current processes with a focus on simplification and clarity to ensure they align to current business objectives
  • Identifying processes that are confusing or inconsistent and working with cross-functional teams to validate and drive process improvement
  • Establishing feedback loops, driving process adherence and presenting compliance strategies
  • Ensure all related activities are delivered with a focus on customer service and quality
  • Initiate and/or participate in strategic initiatives that impact the tactical approach to customer support as well as influencing policies, workflows and performance standards
  • Assess current systems, best practices, quality, service and introduce improvements to ensure operations stays in line with growing Business needs
  • Represent Support Operations and interface effectively with cross-functional teams, senior-level business executives and customers

Education, Experience, and Skill Required

  • BS/BA degree in computer science, engineering or related discipline is preferred
  • Minimum of 10 years of industry experience, including 5+ Customer Support Operations and Support Delivery is required
  • Prior experience as a subject matter expert in Support Operations is preferred
  • Ability to build and publish processes conforming to established standards
  • Deep understanding of customer support processes
  • Ability to work independently and in a team environment
  • Ability to set clear direction by defining goals and priorities, and evaluate/support the business needs
  • Strong documentation and presentation skills including creative thinking and willingness to work hands-on to deliver impactful outcomes
  • Prior experience with analytics and understanding of support metrics and KPI’s
  • Excellent problem solving and interpersonal communication is a strong requirement
  • Demonstrates critical thinking skills, assimilates and implements new information rapidly and thinks strategically
  • Gathers and analyzes data to understand the pros and cons of different decisions and options
  • Must have a desire for achieving excellence in customer satisfaction and support service delivery
  • Experience working in a fast-paced, team environment
  • Demonstrated experience in leading key projects, including leading strategic customer support programs from inception to successful rollout

Key Attributes of the Job

  • Excellent analytical thinking, analysis, and problem-solving skills
  • Ability to communicate abstract ideas clearly and independently manage complex project objectives
  • Strong verbal and written communication skills, including negotiation, presentation, group facilitation, and influence
  • Must be able to quickly pick up tools, systems, and processes
  • Demonstrates specific service and operational skills necessary to achieve established and stretch business goals
  • Must be able to work effectively with cross-functional teams while representing Support and work with others in collaborative fashion.
  • Must be able to lead projects autonomously as well as in coordination with Customer Support leadership
  • Develop and deliver presentations across various levels of the organization
  • Must be able to prioritize and manage multiple efforts based on needs of the business
  • Manage team resources via forecasting and on-going program management
  • Utilize active listening to ensure feedback drives new initiatives and identifies areas of improvement
  • Some travel may be required

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 for assistance.