Sr. Dir., Product Marketing, Customer Workflows

ServiceNow - Santa Clara, CA

Full-time - Senior

Remote - Santa Clara, CA

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The Senior Director of Product Marketing for Customer Workflows at ServiceNow is responsible for driving the Major Incident Management Process for critical customer situations. This role involves managing technical problems with significant consequences, ensuring effective communication with customers and executives, and collaborating with cross-organizational teams to resolve incidents efficiently. The position requires a strong focus on customer satisfaction and the ability to lead in high-pressure situations.

Responsibilities

• Drive the ServiceNow Major Incident Management Process for critical customer situations
• Coordinate with peer managers worldwide on resources, issues, and schedules
• Assemble, work with, and manage cross-organizational teams
• Manage and report ongoing CritSit metrics
• Support accurate and consistent maintenance of technical and management escalation processes
• Create and maintain recovery playbooks for commonly occurring customer patterns and issues
• Primary lead for Technical Support during customer outages
• Ownership and execution of the active critical incident management process, including event analysis and applying the ITIL framework for severity and impact
• Facilitate the resolution effort and determine when it is necessary to engage additional resources if the resolution effort is stalled during the call with stakeholders
• Engagement of escalation management resources
• Manage customer and internal communications at an executive level
• Timeline documentation and review
• Manage event communications, establishing and managing bridge calls with engineers and customers on single customer outages
• Attend and drive multi-customer outage bridges
• Craft business-appropriate communications for the affected operating groups and manage communication on a critical incident conference call
• Conduct post-event analysis, leveraging the ITIL problem management process and relationships with engineering to assure that issues to prevent further occurrences are addressed
• Perform other duties and projects as assigned

Requirements

• Minimum of 6+ years experience in Support with critical/crisis situation management for technical customer escalations
• Excellent communication skills (both verbal and written)
• Strong organizational skills with the ability to manage multiple tasks simultaneously
• Customer focus and ownership, use of own initiative and a proactive approach to work
• Extensive experience supporting and managing technical environments; demonstrated leadership skills under fast-paced, highly dynamic situations
• Must be technically literate and able to articulate technical issues in a meaningful way to both engineers and executive level management
• Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state
• Ability to maintain calm during stressful situations
• A team player who is influential and builds good working relationships across all functions
• Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required
• Experience or working knowledge with relational databases (e.g. MySQL, Oracle)

Benefits

• Health insurance
• 401k retirement plan
• Paid holidays
• Flexible scheduling
• Professional development opportunities