Job Description What you get to do in this role: Support Customer Implementations: Lead/Contribute to the successful delivery of ITOM projects for global customers, ensuring issues are resolved promptly and satisfaction remains high. Accelerate Time-to-Value: Help develop and apply repeatable solutions and approaches that improve implementation efficiency and customer outcomes. Assist with Escalations: Work with senior team members to resolve customer issues that cannot be addressed through standard support channels. Collaborate with Product Teams: Share feedback and insights from customer experiences with internal product and engineering teams to help improve features and usability. Contribute to ITOM Strategy: Support the design and implementation of ITOM solutions, considering opportunities for adjacent product adoption (e.g., CMDB, Discovery, Event Management). Hands-on Configuration: Configure workflows, applications, and user interfaces as part of ITOM deployments, following best practices and documented guidance. Reporting & Dashboards: Assist in developing customer-specific reporting and dashboards to provide visibility into key operational metrics. Internal & Customer Documentation: Help create deliverables and documentation to support internal stakeholders and enhance customer engagement. Enablement Support: Contribute to training materials, guides, and reusable assets to support implementation teams and partners. Cross-Functional Teamwork: Work closely with customer success, support, and delivery teams to ensure alignment on project goals and outcomes. CIS certifications in 2 or more ITOM products, CSA, and application developer certifications Responsibilities Drive the end-to-end resolution of complex, high-visibility global customer issues, ensuring exceptional satisfaction and successful outcomes. Act as a bridge between customers and R&D through Customer-Oriented R&D (CORD) efforts—gathering feedback, use cases, and emerging needs to inform product direction and innovation. Define and refine best practices by leveraging insights from real-world customer implementations across industries and geographies. Troubleshoot and resolve highly complex technical issues in real time, designing scalable solutions that are often integrated into future product releases. Support critical customer challenges that extend beyond standard support and professional services capabilities. Partner closely with ServiceNow R&D teams to resolve technical escalations, influence product direction, and drive continuous improvement. Lead resolution efforts for critical issues spanning multiple products, delivering timely, comprehensive technical and business solutions. Innovate within the platform to accelerate time-to-value, simplify deployment, and expand functionality for emerging technologies. Conduct enablement sessions and workshops to share expertise and educate the ITOM ecosystem on implementation best practices and advanced techniques.
