Product Success Engineer - ITOM Product Line
Kirkland, WA

Job Description

Job Title: Product Success Engineer - ITOM Product Line

Location: Santa Clara, CA; San Diego, CA; Kirkland, WA

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.

About The Team:

Sitting in the center of our development environment, the ITOM team is building a unique business-level service modeling, management, and mapping solution. Leveraging unique technology that automatically maps business services to the underlying infrastructure, these solutions allows IT to increase service availability, reduce costs, and improve operational performance and efficiency.

We are seeking highly experienced and creative individuals, with relevant development background, and good business acumen, who are able to provide the highest level of customer satisfaction.

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.

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

* Cloud Management experience
* Cloud Platforms understanding (Provisioning, PaaS)
* Knowledge of IT environments
* Creative thinker - be able to utilize and leverage existing resources to solve problems.
* Experience in at least one of the following scripting languages: shell (ksh/zsh/csh/tcsh), PowerShell, VBScript, JavaScript
* Advanced practical understanding in Windows Domain and Unix System Administration.
* Understanding of domain structures, user permission levels, group policy objects and the execution of SUDO Policies
* Experience of working with monitoring or discovery tools (ADDM, TADDM, DDMA/UD, etc)
* Good communications skills, both written and oral
* Customer facing approach
* Willingness to travel (30-40%)

Additional preferred qualifications

* ITIL / CMDB implementations (CCMDB, UCMDB, etc.)
* IT Operations experience in storage, network and compute of enterprise environments
* Middleware applications (Oracle, WebSphere, etc)
* Cloud Management Platforms such as AWS, VMware, Azure, etc.