Company Description
Tout a commencé sous le soleil de San Diego, en Californie, en 2004, lorsqu'un ingénieur visionnaire, Fred Luddy, a vu le potentiel de transformer notre façon de travailler. Aujourd'hui, ServiceNow se présente comme un leader mondial du marché, apportant une technologie innovante améliorée par l'IA à plus de 8 100 clients, dont 85% des entreprises du Fortune 500®. Notre plateforme intelligente basée sur le nuage connecte de manière transparente les personnes, les systèmes et les processus pour permettre aux organisations de trouver des méthodes de travail plus intelligentes, plus rapides et meilleures. Mais ce n'est que le début de notre voyage. Joignez-vous à nous dans la poursuite de notre objectif de rendre le monde meilleur pour tous.
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It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
What you can expect from us:
At ServiceNow, we make work better for everyone - including our own employees. 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 for our employees. Win as a Team is part of our culture, and we aspire to wow our customers. We stay hungry and humble and focus on creating belonging. Sustainability, inclusivity, and diversity are key focus areas within our business framework so that we have transparency, equity, and accountability to deliver meaningful, measurable change. With our vision and dedication for a better future already underway. Join us on this journey!
In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, we provide resources to help you and your loved ones be well. From benefits plans and programs, to mental health resources that offer coaching and 24/7 support, to family support resources and parental leave programs - we want to help you take care of yourself and your loved ones. Below is a glimpse into even more of our offerings or click here for a full list :
- Along with holidays, we have company-wide designated global well-being days where everyone is off and can spend time doing what matters most.
- Flexible working culture to support the balance you need in both work and life.
- Parental leave programs.
- Childcare and caregiving benefits.
- A learning experience platform built using our own technology, to support your learning and development goals as well as a tuition reimbursement program.
- A global, cross-functional mentoring program.
- We also have team building activities, various employee belonging groups, volunteering, and community outreach programs.
What you get to do in this role:
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.
Additionally, you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively.
Key Responsibilities:
- Lead discussions and presentations across all levels of management, from operational teams to C-level stakeholders, ensuring clear, inclusive communication that meets diverse audiences' needs.
- Utilize leading industry software management tools to proactively identify potential service issues and work to resolve or mitigate them, minimizing business impact for our customers.
- Understand and align ServiceNow applications, features, and benefits with customer needs, delivering business value and actionable solutions.
- Coordinate and facilitate regular customer conference calls and meetings, ensuring open lines of communication, providing timely updates on open cases, ongoing projects, and changes.
- Provide detailed status reports, including monthly performance reviews and quarterly service reviews, ensuring stakeholders have clear visibility into service performance.
- Act as the key liaison between customers and ServiceNow regarding mandatory upgrades, patches, and security requirements.
- Manage, document, and report on service level agreements (SLAs), ensuring goals are met and working with stakeholders to address areas where performance can be improved.
- Champion a culture of continual improvement, driving innovation through trend analysis and collaboration with internal teams to meet evolving customer needs.
- Review and prioritize open cases, problems, and changes, working collaboratively with ServiceNow teams to ensure timely resolution.
- Serve as a point of escalation for critical customer-impacting issues, acting as a problem solver and advocate for the customer.
Qualifications
To be successful in this role, you should bring:
- Fluency in French and English (both written and spoken), with the ability to communicate effectively in various professional contexts.
- Experience working with technical support teams in a customer-facing role.
- A strong foundational understanding of IT Service Management (ITSM) in enterprise environments, particularly in global deployments.
- Comfort and confidence in engaging with individuals at all levels of management, from operational teams to C-suite executives.
- Familiarity with ITIL processes for incident, problem, and release management, and the ability to apply them in diverse contexts.
- An ability to work effectively under tight schedules and in a fast-paced environment, ensuring minimal disruption for customers.
- Broad technical understanding in cloud software environments, with an interest in continually learning and growing your technical expertise.
- A collaborative mindset, with a passion for team-oriented work and continuous self-improvement.
Nice to Have:
- Experience with the ServiceNow platform or other cloud-based software solutions.
- Knowledge of project management methodologies and principles.
- Previous experience in service delivery account management or customer success roles.
What We Offer:
- A supportive and inclusive team culture where diverse perspectives are valued.
- Opportunities for professional growth and development, with ongoing learning opportunities.
- A flexible and remote-first work environment.
- Competitive compensation and benefits package.
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
Work Personas
Nous adoptons une approche basée sur la flexibilité et la confiance vis-à-vis de notre monde du travail distribué. Les personas de travail (flexibles, à distance ou requis au bureau) sont des catégories qui sont attribuées aux employés de ServiceNow en fonction de la nature de leur travail. Cliquez ici pour en savoir plus .
Equal Opportunity Employer
ServiceNow est un employeur qui souscrit au principe de l'égalité d'accès à l'emploi. Tous les candidats qualifiés recevront une considération pour l'emploi sans égard à la race, la couleur, la croyance, la religion, le sexe, l'orientation sexuelle, l'origine nationale ou la nationalité, l'ascendance, l'âge, le handicap, l'identité ou l'expression de genre, l'état matrimonial, le statut d'ancien combattant ou toute autre catégorie protégée par la loi. De plus, tous les candidats qualifiés ayant des antécédents d'arrestation ou de condamnation seront pris en considération pour un emploi conformément aux exigences légales.
Accommodations
Nous mettons tout en œuvre offrir une expérience accessible et inclusive pour tous les candidats. Si vous avez besoin d'une mesure d'adaptation raisonnable pour compléter une partie du processus de candidature ou si vous n'êtes pas en mesure d'utiliser cette candidature en ligne et que vous avez besoin d'une autre méthode pour postuler, veuillez communiquer avec [email protected] pour obtenir de l'aide.
Export Control Regulations
Pour les postes nécessitant l'accès à une technologie contrôlée assujettie aux règlements sur les contrôles à l'exportation, y compris les U.S. Export Administration Regulations (EAR), ServiceNow peut être tenu d'obtenir l'approbation des autorités gouvernementales en matière de contrôle des exportations pour certaines personnes. Tout emploi est subordonné à l'obtention par ServiceNow d'une licence d'exportation ou d'une autre approbation qui pourrait être requise par les autorités de contrôle des exportations compétentes.
Extrait de Fortune. ©2024 Fortune Media IP Limited. Tous droits réservés. Utilisé sous licence.
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Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.
