Technical Program Manager- RMR

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We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

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What you get to do in this role:

This is a global role reporting to a Director of Operations in Customer Service and Support, responsible for managing the end-to-end processes for our Resource Management Representatives (RMRs). Across support we have over twenty RMRs working with different delivery teams across the globe. You will lead a focused effort, as an individual contributor working across multiple stakeholders, to roll out consistent processes and procedures for the RMRs. This will include many areas, such as, defining key business metrics, creating a consistent onboarding program for the RMRs, implementing defined roles & responsibilities of both the RMRs as well as the RMR leads, etc.  In addition, a large aspect of this role will be strategic in driving the answer of how we better leverage our tools, people and systems to route cases more effectively to our engineers. To be successful in this role you will need to work across global delivery teams, Support Operations, and IT.  

In addition to the above, you will:

• Drive implementation of standards, methods, metrics, and procedures for effective manual case routing procedures for effective triage and quality dispatch of cases
• Identify root causes of routing issues and working across stakeholder groups to resolve,
• Partner with teams to conduct needs assessment and identify capability gaps that need to be addressed,
• Identify key KPIs and report on these monthly / quarterly,
• Provide recommendations to senior leaders on investment & prioritization areas.
• Perform analysis on KPMs to provide insights into how we better leverage our tools, people and systems to route cases more effectively to our engineers
• Work with RMRs to make sure all cases are owned and assigned
• Partner with our Support Release Readiness, team on skill assessments, skill tracking, and product taxonomy to enable key routing scenarios

To be successful in this role you have:

We need someone who is process-oriented, results driven, and able to drive the software release process and collaborate to build the roadmap for the future. The key to success is the ability to be a flexible thinker and outstanding communicator who is comfortable working cross-functionally to develop and manage rigorous, well-communicated deliverables. In this role, you will drive delivery and capability excellence through the design, development and delivery of solutions and services.

•Combined 8+ years of experience with at least 5+ years of support or project experience

•BS degree in business, software design, support, software development, a related field, or equivalent relevant experience

•Advanced organizational skills with the ability to handle multiple assignments

•Enjoys working in a fast-paced environment; ability to effectively prioritize deliverables with high quality and on-time delivery

•Demonstrated ability to deliver results through highly ambiguous, complex cross-functional and global teams. Flexible and resilient leader with the ability to gain consensus among others and manage sensitive situations

•Excellent verbal and written communications, facilitation, problem solving, analytical, and presentation abilities

•A team player and collaborative worker with a positive attitude

•Proven analytical experience with building, reporting on, and improving on KBM

•Hands-on experience with the ServiceNow platform preferred.

JV20

ServiceNow is an Equal Employment 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.

If you 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 [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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