Manager, Account Escalation Analysts

Company Description
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
Job Description
Team & Role
Our Account Escalation Analysts (AEA) team is the pinnacle of Global Technical Support and has engineers who are collectively responsible for providing technical leadership and direction to some of the most complex and demanding customer escalations in ServiceNow. They drive the successful closure of technical issues via collaboration with cross-functional teams across the company while delivering the highest degree of customer satisfaction.
ServiceNow is changing the way people work. With a service orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.
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, and we want to hire people who have their best work ahead of them, not behind them. Accelerate your career and succeed in an environment where you can make an impact daily. We invite you to join in to stand out.
We are currently seeking a Manager to lead our Hyderabad Account Escalation Analyst team.
What you get to do in this role:
This is an extremely visible role within a highly innovative team where we provide outstanding customer support in the most challenging of circumstances. The AEA manager oversees the Hyderabad AEA team's activities and works closely with Account Escalation leadership to ensure the timely resolution of customer issues and execution of strategic projects. This is an exciting and challenging role for candidates with both business acumen and technical expertise. Successful candidates will be invited to collaborate with a global leadership team on process improvements and strategic initiatives including the opportunity to work with ServiceNow Impact teams.
NOTE: This is not a Sales or Sales Support role.
Responsibilities

• Ensures customers and other stakeholders receive excellent and consistent service.
• Develop and maintain efficient and effective operations leading to ongoing enhanced customer experiences.
• Be a servant leader who is devoted to making individuals in their team successful through effective coaching and mentoring via regular touchpoints
• Foster the highest level of commitment among our people through transparent communication about business challenges, successes and results.
• Creates an environment which encourages people to think, behave, take action and control work and make decisions to attain clear goals.
• Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
• Refine, analyze and validate the effectiveness of predictive models to solve business problems and achieve growth and profit business objectives.
• Determines best hiring strategy to align technical support staff for an ever-evolving product suite.
• Responsible for People Management - Attrition management, productivity, employee morale, resource allocation and utilization, team motivation and skills training.

Qualifications
Required Skills:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• A minimum of 9 years of Technical Support or Service Management experience, with a minimum of 2 years in a supervisory role is preferred.
• Demonstrated ability to coach highly-advanced technical resources.
• "Customer first" mindset and a "Get it done" attitude are critical success factors for this role.
• Hands on leader who would not hesitate to roll up the sleeves and get down to the details
• Demonstrated ability to provide exceptional internal and external support.
• Demonstrated ability to manage complex product support and release environments.
• Ability to lead change by effectively building commitment and winning support for initiatives.
• A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards. Strong analytical and problem-solving skills.
• A high-energy, entrepreneurial self-starter, independent decision maker and risk-taker who sets steep personal and business goals and successfully develops and executes plans to achieve them.
• Excellent communication skills, both oral and written.
• Excellent presentations skills
• Good technical experience of either Administering, supporting or implementing enterprise application software
• Good understanding of software debugging techniques for a distributed applications e.g a large web application
• Strong awareness of modern cloud architectures and technologies
• Some hand-on experience of database administration, scaling and troubleshooting
• Ability to manage up and across in remote/flexible working environment.

Preferred Skills:

• Knowledge of ITIL, ITSM and/or the ServiceNow Product stack
• Prior experience of working with Predictive Models, Big Data, Tableau is highly desirable

JV20
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
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.
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