📍 Job Overview

Job Title: Senior Problem Manager - Cloud Infrastructure
Company: ServiceNow
Location: Orlando, Florida, United States
Job Type: Full-time
Category: DevOps & Infrastructure
Date Posted: June 11, 2025
Experience Level: Mid-Senior level (5-10 years)
Remote Status: Remote OK

🚀 Role Summary

Drive root cause analysis for high-impact cloud infrastructure issues affecting ServiceNow's customers.
Collaborate cross-functionally with software developers, system administrators, and support technicians to manage known errors and mitigate their impact.
Develop and implement creative solutions to resolve problems and enhance customer satisfaction.
Grow problem management best practices across ServiceNow by training, coaching, and providing guidance to internal teams.

📝 Enhancement Note: This role requires a strong understanding of cloud infrastructure, problem management processes, and the ability to work effectively with various teams to drive resolution and improve customer experience.

💻 Primary Responsibilities

Investigate and analyze complex cloud infrastructure problems to identify root causes and preventative measures.
Collaborate with stakeholders to understand problem impacts, develop remediation plans, and ensure timely resolution.
Document and track problems, incidents, and known errors using ServiceNow or similar workflow products.
Design and implement new processes, data models, reports, policies, and procedures to improve problem management.
Provide guidance and training to internal teams on problem management best practices and tools.

📝 Enhancement Note: This role involves a high degree of problem-solving, collaboration, and communication, requiring strong technical skills and the ability to work effectively in an ambiguous, fast-paced environment.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: 6+ years of experience with enterprise cloud infrastructure and at least 3 years in Problem Management or a closely related field.

Required Skills:

Proven experience with enterprise cloud infrastructure and supporting SaaS, PaaS, or IaaS for enterprise customers.
Strong working knowledge of ITIL, specifically Change, Incident, and Problem Management.
Familiarity with ServiceNow or similar workflow products.
Excellent verbal, written, and interpersonal communication skills.
Ability to lead and contribute to technical investigations across hardware, networking, and internal tooling.
Experience with systems engineering, systems administration, custom automations, networking, lifecycle, or ad hoc project management.

Preferred Skills:

Experience with AI integration in work processes, decision-making, or problem-solving.
Background in data modeling, report creation, or process design.
Knowledge of cloud service providers such as AWS, Azure, or Google Cloud Platform.

📝 Enhancement Note: Candidates with a strong background in problem management, cloud infrastructure, and proven communication skills will excel in this role. Experience with AI integration and cloud service providers is a plus.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Cloud Infrastructure Case Studies: Demonstrate your experience in managing and troubleshooting complex cloud infrastructure problems, highlighting your problem-solving skills and the positive impact you've made on customer satisfaction.
Problem Management Process Documentation: Showcase your ability to design and implement problem management processes by providing examples of process documentation, data models, or reports you've created.
Collaboration & Communication Examples: Highlight your strong communication skills by providing examples of how you've worked effectively with cross-functional teams to resolve complex problems.

Technical Documentation:

Incident & Problem Records: Include examples of incident and problem records from your portfolio, demonstrating your attention to detail and commitment to thorough documentation.
Root Cause Analysis Reports: Showcase your ability to perform root cause analysis by including reports that detail the steps you've taken to identify and resolve complex cloud infrastructure problems.
Remediation & Prevention Plans: Provide examples of remediation and prevention plans you've developed to address recurring problems and minimize their impact on customers.

📝 Enhancement Note: As this role focuses on problem management within cloud infrastructure, your portfolio should emphasize your experience in identifying, analyzing, and resolving complex cloud-related issues. Highlight your ability to work collaboratively with cross-functional teams and communicate effectively with stakeholders.

💵 Compensation & Benefits

Salary Range: $110,000 - $160,000 per year (Based on regional market data for Senior DevOps Engineers and ITIL-certified professionals in the United States)

Benefits:

Competitive health, dental, and vision insurance plans
401(k) matching and employee stock purchase plan
Generous time off, including vacation, sick leave, and paid holidays
Employee assistance program and wellness resources
Tuition reimbursement and professional development opportunities
Flexible work arrangements, including remote work options

Working Hours: Full-time position with a standard workweek of 40 hours, with flexibility for on-call rotations and incident response as needed.

📝 Enhancement Note: The provided salary range is an estimate based on market data for similar roles in the United States. Actual compensation may vary depending on factors such as experience, skills, and the company's compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: ServiceNow operates in the enterprise software industry, focusing on digital workflows and cloud-based solutions for IT service management, customer service management, and security operations.

Company Size: ServiceNow is a large enterprise with over 10,000 employees worldwide, providing ample opportunities for career growth and collaboration.

Founded: ServiceNow was founded in 2004, with a mission to make work better for people. The company has since grown into a global market leader, serving over 8,100 customers, including 85% of the Fortune 500.

Team Structure:

The problem management team works closely with software development, system administration, and support teams to manage known errors, mitigate their impact, and drive remediation.
The team is responsible for supporting ServiceNow's cloud infrastructure, which serves as the foundation for the company's software-as-a-service (SaaS) offerings.
The team structure is designed to foster collaboration and knowledge sharing, with regular meetings and training sessions to improve problem management best practices.

Development Methodology:

ServiceNow follows Agile development methodologies, with a focus on continuous improvement and customer satisfaction.
The company uses ITIL (Information Technology Infrastructure Library) best practices for service management, with a strong emphasis on problem management processes.
ServiceNow's cloud infrastructure is designed to be scalable, reliable, and secure, with automated deployment and monitoring tools in place to ensure optimal performance.

Company Website: https://www.servicenow.com/

📝 Enhancement Note: ServiceNow's company culture emphasizes innovation, collaboration, and customer focus. The company's large size and global presence provide ample opportunities for career growth and development within the problem management team.

📈 Career & Growth Analysis

Web Technology Career Level: Senior Problem Manager roles require a high level of expertise in cloud infrastructure and problem management processes. This role involves driving root cause analysis, collaborating with cross-functional teams, and developing creative solutions to resolve complex problems.

Reporting Structure: Senior Problem Managers typically report to a Problem Management Director or similar role within the IT or DevOps organization. The role may also involve managing junior problem management team members or providing guidance to other teams within the organization.

Technical Impact: Senior Problem Managers play a critical role in ensuring the reliability and performance of ServiceNow's cloud infrastructure. Their work directly impacts customer satisfaction and the company's overall success by minimizing the impact of known errors and driving continuous improvement in problem management processes.

Growth Opportunities:

Technical Specialization: Senior Problem Managers can specialize in specific areas of cloud infrastructure or problem management processes, such as data modeling, report creation, or process design.
Team Leadership: With experience and demonstrated success, Senior Problem Managers may progress to management roles, leading teams of problem management professionals and driving strategic initiatives.
Cross-functional Collaboration: Senior Problem Managers may also have the opportunity to work closely with other teams within ServiceNow, such as software development, system administration, or customer success, to drive collaboration and improve overall customer experience.

📝 Enhancement Note: The Senior Problem Manager role offers significant opportunities for career growth and development within ServiceNow's problem management team. With a strong background in cloud infrastructure and problem management processes, professionals in this role can advance their careers by specializing in specific areas, leading teams, or collaborating cross-functionally with other teams within the organization.

🌐 Work Environment

Office Type: ServiceNow's Orlando office is a modern, collaborative workspace designed to facilitate team interaction and knowledge sharing. The office features open workspaces, meeting rooms, and breakout areas for team members to connect and collaborate.

Office Location(s): ServiceNow's Orlando office is located at 12900 Science Drive Suite 100, Orlando, Florida, 32826, United States.

Workspace Context:

Collaborative Work Environment: ServiceNow's Orlando office is designed to foster collaboration and teamwork, with open workspaces and breakout areas for team members to connect and share ideas.
Specialized Tools & Equipment: The office is equipped with state-of-the-art technology, including multiple monitors, testing devices, and development tools to support team members' productivity and innovation.
Cross-functional Interaction: ServiceNow's Orlando office is home to various teams, including software development, system administration, and customer success, providing ample opportunities for cross-functional collaboration and knowledge sharing.

Work Schedule: ServiceNow's Orlando office operates on a standard business hours schedule, with flexibility for on-call rotations and incident response as needed. The company offers remote work options for eligible positions, allowing team members to work from home or a remote location as required.

📝 Enhancement Note: ServiceNow's Orlando office provides a modern, collaborative workspace designed to support team interaction and knowledge sharing. The office's location and work schedule offer flexibility for team members, with remote work options available for eligible positions.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief conversation to assess your communication skills, problem management experience, and understanding of cloud infrastructure.
Technical Deep Dive: A comprehensive discussion of your problem management experience, focusing on root cause analysis, collaboration, and communication skills. This may include case studies or problem-solving exercises.
On-site or Virtual Interview: A final interview with key stakeholders, including members of the problem management team and other relevant leaders within ServiceNow. This interview will focus on your cultural fit, leadership potential, and ability to drive results within the organization.

Portfolio Review Tips:

Highlight Your Problem Management Experience: Focus on your experience in identifying, analyzing, and resolving complex cloud infrastructure problems, demonstrating your ability to drive root cause analysis and develop creative solutions.
Showcase Your Collaboration & Communication Skills: Provide examples of how you've worked effectively with cross-functional teams to resolve complex problems, demonstrating your ability to communicate effectively with stakeholders at all levels within an organization.
Demonstrate Your Technical Proficiency: Include examples of your experience with cloud infrastructure, ITIL, and ServiceNow or similar workflow products, highlighting your ability to lead and contribute to technical investigations across hardware, networking, and internal tooling.

Technical Challenge Preparation:

Brush Up on Your Cloud Infrastructure Knowledge: Review the fundamentals of cloud infrastructure, focusing on the specific cloud service providers and technologies relevant to ServiceNow's environment.
Practice Root Cause Analysis: Engage in mock root cause analysis exercises to hone your problem-solving skills and ability to identify and address the underlying causes of complex cloud infrastructure problems.
Prepare for Behavioral Questions: Reflect on your problem management experience, identifying specific examples of your ability to collaborate with cross-functional teams, drive root cause analysis, and develop creative solutions to resolve complex problems.

ATS Keywords: (Organized by category)

Cloud Infrastructure: Cloud, Infrastructure, Cloud Service Provider, AWS, Azure, Google Cloud Platform, SaaS, PaaS, IaaS, Hybrid Cloud, Multi-Cloud
Problem Management: Problem Management, ITIL, Incident Management, Change Management, Root Cause Analysis, Problem Resolution, Problem Prevention
Cloud Service Providers: AWS, Azure, Google Cloud Platform, IBM Cloud, Oracle Cloud, Alibaba Cloud, Tencent Cloud
Cloud Technologies: Virtualization, Containerization, Orchestration, Microservices, Serverless, Cloud-Native, Hybrid Cloud, Multi-Cloud
Collaboration & Communication: Collaboration, Communication, Stakeholder Management, Cross-functional Teams, Leadership, Mentoring, Coaching, Training
Problem Management Tools: ServiceNow, JIRA, Remedy, BMC, HP Service Manager, Cherwell, Freshservice, Zendesk, Zoho Desk
Cloud Infrastructure Technologies: Virtualization, Containerization, Orchestration, Microservices, Serverless, Cloud-Native, Hybrid Cloud, Multi-Cloud, Infrastructure as Code (IaC), Terraform, CloudFormation, Azure Resource Manager (ARM), Google Cloud Deployment Manager (GCDM)
Cloud Infrastructure Concepts: Cloud Architecture, Cloud Security, Cloud Governance, Cloud Cost Management, Cloud Migration, Cloud Adoption, Cloud Strategy, Cloud Transformation

📝 Enhancement Note: The interview process for the Senior Problem Manager role at ServiceNow is designed to assess your problem management experience, cloud infrastructure knowledge, and communication skills. By preparing for the interview process and showcasing your relevant experience, you can demonstrate your fit for the role and increase your chances of success.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: (Not applicable for this role)

Backend & Server Technologies:

Cloud Infrastructure: AWS, Azure, Google Cloud Platform, IBM Cloud, Oracle Cloud, Alibaba Cloud, Tencent Cloud
Virtualization: VMware, KVM, Xen, Hyper-V
Containerization: Docker, Kubernetes, Amazon ECS, Azure Kubernetes Service (AKS), Google Kubernetes Engine (GKE)
Orchestration: Kubernetes, Amazon ECS, Azure Kubernetes Service (AKS), Google Kubernetes Engine (GKE), Apache Mesos, Nomad
Microservices: Spring Boot, Node.js, Express, Flask, Django, Ruby on Rails, Micronaut, Quarkus
Serverless: AWS Lambda, Azure Functions, Google Cloud Functions, Apache OpenWhisk, Serverless Framework

Development & DevOps Tools:

Version Control: Git, SVN, Mercurial, Perforce
CI/CD Pipelines: Jenkins, CircleCI, Travis CI, GitLab CI/CD, Bamboo, Azure DevOps, GitHub Actions
Infrastructure as Code (IaC): Terraform, CloudFormation, Azure Resource Manager (ARM), Google Cloud Deployment Manager (GCDM), Pulumi, AWS Cloud Development Kit (CDK)
Monitoring & Logging: Prometheus, Grafana, ELK Stack, Datadog, New Relic, AppDynamics
Configuration Management: Ansible, Puppet, Chef, SaltStack, Terraform, CloudFormation
Container Registry: Docker Hub, Amazon ECR, Azure Container Registry, Google Container Registry, Harbor, JFrog Artifactory, Nexus Repository

📝 Enhancement Note: The technology stack for the Senior Problem Manager role at ServiceNow is focused on cloud infrastructure, virtualization, containerization, orchestration, and microservices. Familiarity with relevant cloud service providers, technologies, and tools is essential for success in this role.

👥 Team Culture & Values

Web Development Values:

Customer Focus: ServiceNow prioritizes customer satisfaction and strives to make work better for people by delivering innovative, user-friendly solutions that meet the unique needs of each customer.
Innovation: ServiceNow fosters a culture of innovation, encouraging team members to think creatively, take risks, and drive continuous improvement in our products and services.
Collaboration: ServiceNow values collaboration and teamwork, with a strong emphasis on cross-functional collaboration and knowledge sharing to drive collective success.
Integrity: ServiceNow operates with the highest ethical standards, demonstrating transparency, accountability, and respect for our customers, partners, and employees.

Collaboration Style:

Cross-functional Integration: ServiceNow encourages collaboration across teams, with regular meetings, training sessions, and knowledge-sharing events to improve problem management best practices and drive collective success.
Code Review Culture: ServiceNow fosters a code review culture, with a strong emphasis on peer programming, pair programming, and collaborative problem-solving to drive continuous improvement in our products and services.
Knowledge Sharing: ServiceNow encourages team members to share their knowledge and expertise with one another, creating a culture of learning and growth that benefits the entire organization.

📝 Enhancement Note: ServiceNow's company culture emphasizes customer focus, innovation, collaboration, and integrity. The company's values and collaboration style foster a collaborative, inclusive work environment that supports the growth and development of team members.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Cloud Infrastructure Complexity: ServiceNow's cloud infrastructure is complex and dynamic, with multiple cloud service providers, hybrid cloud environments, and a wide range of technologies in use. Senior Problem Managers must be able to navigate this complex landscape and identify the root causes of problems that span multiple cloud environments and technologies.
High-Impact Incidents: ServiceNow's customers rely on our cloud infrastructure for mission-critical services, and any downtime or performance degradation can have significant business impact. Senior Problem Managers must be able to prioritize and address high-impact incidents effectively and efficiently.
Emerging Technologies: The cloud infrastructure landscape is constantly evolving, with new technologies, tools, and best practices emerging regularly. Senior Problem Managers must stay up-to-date with the latest developments and adapt their problem management strategies to capitalize on new opportunities and mitigate new risks.
Customer Expectations: ServiceNow's customers have high expectations for the availability, performance, and security of our cloud infrastructure. Senior Problem Managers must be able to exceed these expectations by driving continuous improvement in our products and services and delivering exceptional customer experiences.

Learning & Development Opportunities:

Technical Specialization: Senior Problem Managers can specialize in specific areas of cloud infrastructure or problem management processes, such as data modeling, report creation, or process design, by pursuing relevant certifications, attending industry conferences, and engaging in continuous learning and development opportunities.
Leadership Development: With experience and demonstrated success, Senior Problem Managers may progress to management roles, leading teams of problem management professionals and driving strategic initiatives. ServiceNow offers leadership development programs and mentoring opportunities to support the growth and development of team members.
Architecture Decision-Making: Senior Problem Managers may have the opportunity to contribute to architecture decision-making, working closely with other teams within ServiceNow to design and implement scalable, reliable, and secure cloud infrastructure solutions that meet the unique needs of our customers.

📝 Enhancement Note: The Senior Problem Manager role at ServiceNow presents significant technical challenges and learning opportunities. By embracing these challenges and pursuing continuous learning and development, Senior Problem Managers can drive meaningful impact on ServiceNow's cloud infrastructure and customer experiences.

💡 Interview Preparation

Technical Questions:

Cloud Infrastructure Fundamentals: Describe the differences between IaaS, PaaS, and SaaS. Explain the benefits and challenges of using each cloud service model and provide examples of use cases for each.
Root Cause Analysis: Walk through a complex cloud infrastructure problem and explain your approach to identifying the root cause and developing a remediation plan. Describe any tools or techniques you used to aid in your investigation.
Problem Management Processes: Explain the ITIL problem management process and describe how you've applied it in a real-world scenario. Discuss any challenges you faced and how you overcame them.

Company & Culture Questions:

ServiceNow Culture: Describe what you understand about ServiceNow's company culture and how you think you would contribute to it as a Senior Problem Manager. Provide specific examples of how you've demonstrated ServiceNow's values in your previous roles.
Cross-functional Collaboration: Describe a time when you had to work closely with another team to resolve a complex problem. Explain how you ensured effective communication, managed expectations, and drove collective success.
Customer Focus: Explain how you've gone above and beyond to ensure customer satisfaction in a previous role. Describe the steps you took to understand the customer's needs, address their concerns, and deliver exceptional results.

Portfolio Presentation Strategy:

Cloud Infrastructure Case Studies: Highlight your experience in managing and troubleshooting complex cloud infrastructure problems by presenting case studies that demonstrate your problem-solving skills and the positive impact you've made on customer satisfaction.
Problem Management Process Documentation: Showcase your ability to design and implement problem management processes by presenting examples of process documentation, data models, or reports you've created.
Collaboration & Communication Examples: Provide examples of your strong communication skills by presenting case studies that demonstrate your ability to work effectively with cross-functional teams to resolve complex problems.

📝 Enhancement Note: The interview process for the Senior Problem Manager role at ServiceNow is designed to assess your problem management experience, cloud infrastructure knowledge, and communication skills. By preparing for the interview process and showcasing your relevant experience, you can demonstrate your fit for the role and increase your chances of success.

📌 Application Steps

To apply for this Senior Problem Manager - Cloud Infrastructure position at ServiceNow:

Tailor Your Resume: Highlight your problem management experience, cloud infrastructure knowledge, and communication skills. Include specific examples of your experience in identifying, analyzing, and resolving complex cloud infrastructure problems, as well as your ability to collaborate with cross-functional teams and drive collective success.
Customize Your Portfolio: Showcase your problem management experience, cloud infrastructure knowledge, and communication skills by presenting case studies, process documentation, and other relevant examples that demonstrate your ability to drive root cause analysis, develop creative solutions, and exceed customer expectations.
Prepare for Technical Challenges: Brush up on your cloud infrastructure knowledge, practice root cause analysis exercises, and prepare for behavioral questions that focus on your problem management experience, collaboration skills, and customer focus.
Research ServiceNow: Learn about ServiceNow's company culture, values, and collaboration style. Understand how ServiceNow's cloud infrastructure supports our software-as-a-service (SaaS) offerings and the unique needs of our customers. Prepare thoughtful questions that demonstrate your interest in the role and commitment to driving collective success.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Senior Problem Manager - Cloud Infrastructure