Description

Business Analyst

San Diego, CA

This position reports to: Director, Program Management

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.

Wedisruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, 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:

• Focus on trend analysis as it relates to customer support cases, the customer experience, and the quality of our product/service
• Influence and drive technical teams to complete root cause analysis (RCA) including the identification of corrective/preventive actions for our service using problem analysis methodology and tracking all elements of the RCA to closure
• Engage Engineering (SW Product, Infrastructure) to deliver fixes in the platform and service to improve MTTR and reduce Customer Support case load
• Work closely with Engineering and Customer Support to identify opportunities for Knowledge Base articles that will reduce case load from our customers, improve Customer Support Efficiency thereby reducing MTTR and improving Problem association to customer support cases
• Host Problem Management and RCA calls with internal support teams as needed
• Work closely with the Problem Process Owner as we re-architect and re-tool our Problem process

Other Specific Responsibilities:

• Review and analyze the (Red Line) INT queue for their domain(s)
• Associate the INTs to PRBs so impacts can be quantified
• Deliver the build out of complete, validated PRBs when required. This means reviewing logs, understanding the known issues, making associations and correlations, completing the steps to reproduce, etc.
• Determine through review and analysis of the INTs and PRBs, and collaboration with the Engineering (Dev or Infra) team, the most significant opportunities for improvement in Red Line, MTTR, and the customer experience
• Manage, handle, prioritize the PRB queue working with the engineering team(s)
• Make the Knowledge and Known Errors associated with the PRBs be of the highest use, value; be an advocate of Knowledge and drive the Knowledge roadmap
• Update and improve associated processes; be engaged in how the information you are creating is used and how to make it more useful
• Track and drive improvements in the Domain health metrics associated with INTs and PRBs (Red Line, TTR, CSAT, PRB SLAs, SLA on BABs)

Goals:

• Reduce Red Line
• Problem Queue is managed and up to date, SLAs are met
• Reduced MTTR
• Increased CSAT
• Communicate to peers, Engineering and CS Leadership, and other relevant parties about the health metrics, successes and challenges on a consistent basis

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and 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 (408) 501-8550, or [email protected] for assistance.