Mgr, Expert Services Mgmt

**Company Description**
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
**Job Description** What you get to do in this role**:

- Manage team of 5 that support chats/calls for partner support 24x5
- Point of escalation for partner support team to help determines requirements by working with partners
- Answers inquiries by clarifying desired information; researching, locating, and providing information
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
- Fulfills requests by clarifying desired information; completing transactions; forwarding requests
- Maintains call center database by entering information and provide analysis
- Updates job knowledge by participating in educational opportunities
- Operational support for all partner related inquiries
- Create/modify knowledge base solutions/FAQ (internal as needed)
- Other duties as assigned.

**Qualifications** To be successful in this role you have**:

- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
- 8-10 years combined experience in the areas of call center or partner program operations
- Customer service oriented with strong interpersonal skills and ability to positively interact with fast‐paced
- Management skills and experience
- Phone skills, customer service skills and good with building relationships
- Ability to drive collaboration with program operations, functional and technical teams to effective problem resolution
- Handles self with highest level of professionalism in all communications
- High energy with the capability to multi‐task in a dynamic, rapidly growing organization
- Understanding of both domestic and international markets
- Excellent English speaking and writing skills

JV20

**Additional Information** Work Personas**

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

**Equal Opportunity Employer**

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

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