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AUS-Sydney Technical Support Manager - Federal Job at PayPal

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We e growing fast, innovating faster, and making an impact on our customers and employees lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and were on the 2020 list of FORTUNE Worlds Most Admired Companies.®

We e looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog ( and hear from our employees (\_JpmhypERyQKm5zO2Wd65QinB) about their experiences working at ServiceNow.

ServiceNow is currently seeking a Manager in our Federal Technical Support team in Sydney, Australia. The successful candidate will manage the Federal team within our Technical Support organization. This includes providing leadership to the teams technical staff, interfacing with Development on customer impacting enhancements and fixes, recruiting and development of support staff, guiding and exceeding team metrics. The successful candidate will also have responsibility for leading efforts in developing and implementing world class technical support services, knowledge base content, best practices and methodologies to deliver unsurpassed service and support.


+ Strong knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs., increasing efficiency, and implementing/upholding change management, etc.

+ Responsible for People Management, including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.

+ Participate in and provide oversight to Change Management as it relates to Customer and Technical Support.

+ Own and bring to conclusion customer escalations by working with cross-teams in Support, Development, and Operations teams

+ Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.

+ Represent the Platform, Product and ServiceNow effectively with internal and external customers.

+ Manage major operations outages and communications to the customers.

+ Participate in weekend and holiday on-call rotation as required.

+ Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.

+ Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.

+ Manage to the company’s and department’s vision, goals, mission and values.


+ A minimum of 8+ years technical support and service management experience with a minimum of 3+ years in a people management role is required.

+ Experience managing enterprise support in a large and complex environment with web-based services and technologies.

+ Proven capability of having successfully delivered on support metrics and managing a support team.

+ Customer-first mindset and a positive “get it done” attitude are critical success factors for this role.

+ Demonstrated ability to provide exceptional internal and external customer care.

+ Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses.

+ Aptitude with reporting and analytics tools including Tableau and Excel is essential.

+ Ability to lead change by effectively building commitment and winning support for initiatives.

+ Experience in being a trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards.

+ Strong technical, strategic, analytical and problem-solving skills.

+ Excellent communication and presentation skills, both oral and written.

In order to be successful in this role, we need someone who has:

+ Previous experience in a customer facing support role with exposure to supervisory duties

+ Experience working in a web based service and technology environment where web based support programs and tools were a key component to service delivery.

+ BS/BA in Computer Science, Software Engineering, Electrical Engineering or related field or equivalent experience.

+ Willing to work On-Call, weekends and holidays as needed

Work Environment

We are a dynamic and rapidly growing cloud software company with a strong sense of dedication to our customers. 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. We provide competitive compensation, generous benefits, and a professional atmosphere.

ServiceNow is an Equal Employment 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.

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 +1 (408) 501-8550 (tel:(408)%20501-8550) , or for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
More information on this Job

ID: 18580269 - Save Job
Category: Jobs : IT Jobs
Employer Info:
AUS-Sydney Technical Support Manager - Federal PayPal


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