Company Description It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people. Job Description What you get to do in this role: - Profound knowledge and experience in managing and exceeding Support KPI's and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc. - Lead efforts to hire, develop, and build a technical team. - Oversight and participation in Change Management as it relates to Customer Support. - Leading by example to cultivate and maintain a culture built on teamwork and collaboration. - Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team. - Drive daily incident 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 customers. - Manage major operations outages and communications to the customers. - Participate in weekend and holiday on-call rotation as required. - Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement. - Leading by example to cultivate and maintain a culture built on teamwork and collaboration. - Manage to the company and department's vision, mission and values. Qualifications To be successful in this role you have: - Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. - A minimum of 6 years technical support and service management experience with a minimum of 3-4 years in supervisory role is required. - Experience managing Enterprise support in a large and complex environment in a web-based service and technology. - Proven capability of having successfully delivered on support metrics and managed support team. - Customer first Mind set and a "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. - Ability to lead change by effectively building commitment and winning support for initiatives. - A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards. Strong analytical and problem-solving skills. - Excellent communication skills, both oral and written. Additional Information 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 and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. 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. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license. .

• Investigate reported issues end to end within Kalepa’s AI underwriting platform. Coordinate technical resolution end-to-end. • Distinguish working-as-expected behavior from genuine bugs, configuration issues, user education gaps, and feature requests. • Manage your own queue and hit response and resolution targets consistently. • Draft responses to Kalepa’s clients that are clear, accurate, and resolve the issue without unnecessary back and forth. • Maintain professional, consistent communication across all client touchpoints. • File Jira tickets with full diagnostic context when issues are confirmed bugs, so Engineering has what they need to resolve quickly. • Identify patterns across tickets and surface them to Client Success and Product as themes worth addressing structurally. • Become an expert user of Kalepa, with deep familiarity across workflows, edge cases, and product behavior. Build and maintain per-client implementation knowledge.

• This is a service-delivery seat, not a project or implementation role • The successful candidate will spend the majority of their day on the phone and in tickets with end users, working through Tier 2 issues, escalating cleanly to senior engineers when warranted • Keeping our RMM and PSA hygiene in good order • Strong phone etiquette, a calm professional manner, and the ability to communicate clearly with non-technical end users are weighted heavily.

• Provide technical support through inbound tickets, calls, and emails • Troubleshoot and resolve networking issues across Cisco and Cisco Meraki environments • Support end users and client IT teams in a fast-paced service environment • Configure and troubleshoot VLANs, firewall rules, VPNs, routing, DNS, DHCP, and wireless networking issues • Work within Zendesk and ticketing systems to manage incidents and service requests • Escalate complex technical issues when necessary while maintaining clear communication with clients • Collaborate with senior engineers on network troubleshooting and operational improvements • Maintain professionalism and calm communication during high-pressure situations