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.

We are passionate about the products we ship. We care about the quality of the product in every aspect. Contribute to giving our customers great product experience. We are the Customer Service Management team, CSM applies predictive intelligence to more effectively route issues, offer insightful recommendations, identify trends, and provide solutions. Predictive intelligence is built on machine learning, allowing CSM to improve and become more effective.

What you get to do in this role:

• Manage a team of quality engineers and provide technical guidance, feedback, and career development.

• Management of departmental resources like recruiting, staffing, mentoring, and enhancing and maintaining a best-of-class quality engineering team

• Work with developers and Product Managers to design specific testing strategies for features being developed and automate them.

• Drive continuous improvement and innovation initiatives to enhance the reliability and performance of our products and services.

• Partner with cross-functional teams and stakeholders to align on priorities, communicate issues, and utilize best practices.

To be successful in this role you have:

• 7+ years of software product quality engineering experience including test planning, implementation and execution.

• 5 + years of experience in a management position for technical teams

• Advanced working knowledge of test engineering processes and methodologies; Expertise in test planning, test case management, code coverage and defects.

• Significant hands-on experience in project management and Agile/Scrum product development life cycles

• Thorough knowledge of performance testing and automation testing.

• Demonstrated management, coaching and mentoring skills combined with flexibility working in a dynamic, fast moving product development environment.

• Team-oriented with personal style; highly effective communicator and problem solver.

• Manage multiple priorities while driving resolution and getting results

• Delivering for identified functions – driving resolution, reporting & managing SLA, and KPI, root cause. Perform the role of Critical Escalation Manager.

• Hiring, mentoring, and managing team of QA & Partner with Engineers

• Open to travel – This role might require occasional travel

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $143,600 - $251,300, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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. Learn more here (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) .

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.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

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

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