Senior Business Process Manager | 31161

Global Technical Support Orlando, Florida


Description

Job Title: Senior Business Process Manager
Location: Orlando, FL

 

This position is part of the Global Customer Support Operations organization working on the Process and Optimization team. 

 

This position reports to: Senior Manager, Process and Optimization

 

Company

Work matters. It is where we spend a third of our lives. And the workplace of the future is going to be a great place. We are dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

 

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

 

Responsibilities 

This role will be responsible for supporting key internal Global Technical Support process and automation projects with the aim of implementing the use of service and support entitlements, enhancing the customer and employee support experience.  Deliverables will include the development and implementation of new support entitlement programs, employee communications and rollout of key business process initiatives. 

 

Responsibilities include the following:

  • Act as a key player in establishing and executing operational initiatives
  • Play a critical role in coordinating cross-functional efforts to create and implement an effective workflows and automation to improve customer experience using entitlements
  • Drive as a key subject matter expert in the development of projects for technical support engineering and customer support experience
  • Ensure all related entitlement 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
  • Work as a Technical Support subject matter expert in representing Global Technical Support
  • Review current processes with a focus on simplification and clarity to ensure they align to current business objectives
  • 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 stay in-line with growing Business needs
  • Collaborative development of business requirements to satisfy business objectives, customer enablement and Technical Support Engineer impact

 

In order to be successful in this role, we need someone who has:

  • Experience in developing and implement entitlements for products, services and support programs
  • Demonstrated ability to troubleshoot technical issues and clearly define a problem
  • Technical Support experience with an understanding of Technical Support case management and troubleshooting
  • Experience administering and/or supporting ServiceNow platforms
  • Understanding in the creation and management of various workflow mechanisms within the ServiceNow platform
  • Fundamental knowledge of the interoperability of cloud systems and how they are operationalized
  • Deep understanding of relational data and the ability to apply that knowledge to the analysis and reporting of that data
  • Ability to articulate the complexity of cloud infrastructure and the application of policy and process as they relate
  • Ability to conceptualize and participate in the creation of new methods, systems, and functionality
  • Ability to build and publish processes conforming to established standards
  • Understands the importance of the customer experience and is able to act as an advocate on their behalf when challenged with compelling reasoning
  • Deep understanding of technical support processes
  • Ability to work independently and in a team environment
  • BS/BA degree in computer science, engineering or related discipline is preferred
  • Minimum of 10 years of industry experience, including 5+ years of Technical Support Operations and/or Support Delivery is 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 talent.acquisition@servicenow.com for assistance.