Director, It Systems/Gtm Support Management

Job Description
We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.
Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.
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. We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our customers, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.
What you get to do in this role:
Lead a world class and rapidly growing global GTM Application Support organization to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
Drive ownership &
accountability for the Digital Technology (DT) Application Support process, driving quick resolution to customer impacting issues.
Develop and manage a team of highly capable and technically talented vendor MSP problem solvers who can work independently and collaboratively with other functional groups while meeting defined SLAs.
Provide senior DT leadership with regular status reports and alert management of any problems or potential service issues.
Develop and lead global programs focused on continuous improvement and evolution of support offerings to advocate for our business and evolve key processes across the Support teams to scale and continually drive customer value.
Implement process improvements, cross trainings within the team for effective utilization of resources, continuously identify opportunities to do problem management for incident reduction. Bring in tools and automation to help reduce and eliminate L2 support tickets.
Create KB articles and train L2 team for frequent tickets resolution by Tier 1. This could include initiatives like self-help documentations, knowledge management tool, and dashboards.
Capture type of tickets that get generated monthly to perform the root cause analysis and problem management and collaborate with the L3/TPMs to create a plan that would result in ticket reduction.
Implement robust problem management, have governance cadence with Eng teams, run live incident reports and collaborate with Eng teams in incident resolution.
Implement auto on-call feature for P1/P2 tickets. Shift Left approach – more tickets to be resolved by L2 teams. Establish common dashboards to track SLA’s and trend insight.
Opportunity to create notifications /communication to stakeholder during planned/unplanned outages/maintenance. Opportunity to define the process to track ad-hoc user requests, proactive monitoring, and system alerts.
Opportunity to build Knowledge Base repository. Implement 3- strike rule policy. Opportunity to streamline/automate the Request Management RITM Tickets in GTM space. Opportunity to improve the renewal process for Services and password accounts.
Identify Improvement areas for incident reduction through problem management, data &
AI based automation. Automation/ alert configuration for GTM Apps proactive monitoring to identify and resolve data discrepancy issues.
Ensures that all assigned production support issues are properly logged/documented, prioritized, and resolved. Ensures that all assigned Run-the-Business (RTB) / Business-as-Usual (BAU) tasks are properly scheduled, staffed, and completed.
Strictly compliance with corporate governance and principles, such as but not limited to Housekeeping, Safety, Environmental and Code of Conduct and Discipline.