Senior Support Account Manager
ServiceNow
- Sydney, NSW
- Permanent
- Full-time
- Maintain a portfolio of clients, functioning as the dedicated contact for client consultation. In this role, you will be the clients' trusted advisor, for them to obtain the value of their investment.
- Effectively plan opportunities that will align to the clients' roadmaps and ecosystems. Work to improve the clients' environment with established best practices and identify opportunities to leverage new features and functionalities.
- Align with sales and customer outcomes to provide insights as to the clients' future direction and needs; analyse the environment and instance infrastructure, to be able to provide clients educated and informed guidance.
- Assist the core support team in understanding how to navigate complexities; identify areas in need of improvement with action items and due dates to ensure issues are addressed in a timely manner. Manage SLA-related queries with limited supervision or oversight.
- Demonstrate adaptability to meet the needs of the moment and adjust to different situations, actively learn new technologies and tools and proactively further technical understanding, e.g., cloning, patching and upgrades, DBMS
- Professional experience in IT technical account management, service delivery management, post-sales account management
- Ability and experience in communicating within all levels of the organization on the client side.
- Ability to effectively work with tight schedules and a fast-paced environment to minimize problem impact on the client.
- Ability to work cohesively within a global model.
- Growth and collaborative mindset.
- Broad technical understanding of a cloud software environment
- Working knowledge of ITIL incident, problem, and release management processes and procedures
- Fundamental understanding of ITSM
- Fundamental ServiceNow knowledge
- Linux administration operating knowledge (desirable)
- RDBMS Concepts and management predominantly in Oracle, and MySQL (desirable)
- Code competency and understanding of JavaScript (desirable)