• Lead customer onboarding and implementation to ensure customers achieve measurable value • Build trusted relationships with business owners and key customer stakeholders • Monitor customer adoption, identify risks early, and develop strategies that improve long-term success • Gather customer feedback, operational observations, and implementation insights to identify trends across the organization • Turn customer insights into actionable recommendations that improve products, services, processes, and the overall customer experience • Partner with leadership to ensure customer intelligence influences business decisions • Build scalable customer success frameworks, implementation playbooks, and best practices that support long-term growth

• Work in a 24x7x365 environment and participate in an on-call rotation, including holidays, nights, and weekends. • Develop and maintain knowledge base articles, including triage escalation procedures. • Initiate and manage incident response activities, including bridge calls, communications, and escalations. • Ability to work at pace and in environments where sometimes not all the facts are known. • Monitor and track all critical and non-critical incidents to resolution, ensuring issues are monitored, tracked, and driven to closure. • Provide detailed, timely communication and updates about incidents to stakeholders, and being comfortable talking to a range of senior stakeholders and executives, and able to work at pace, and in an environment where not all facts are known. • Track changes, collaborate with Problem and Change Management Teams, and communicate updates effectively. • Facilitate information gathering from application teams, Level 2 support, engineering teams, and other stakeholders during outages and service degradations. • Assess the impact and sensitivity of outages and respond accordingly. • Provide real-time insights to stakeholders. • Recommend program improvements and process adjustments to relevant product/tech teams. • Distribute reports, participate in meetings, and share metrics results. • Support knowledge sharing and training initiatives, including group facilitation and best practices. • Apply understanding of IT infrastructure dependencies and enterprise incident impacts to balance priorities while driving resolutions. • Exercise sound judgment within established practices to resolve incidents efficiently. • Enable teams to deliver high-quality, high-velocity products while embracing change and ensuring alignment with DevOps and engineering best practices. • Document and improve incident resolution processes, post-incident reviews, and targeted improvements for the organization. • Help establish and follow evolving processes to meet Pearson’s and customers’ changing needs.

• Partner with client-specific locations to provide updates and support on services planned and rendered. • Schedule Independent Service Providers (ISPs) for services and monitor through completion for client satisfaction. • Manages the life cycle of a client workorder, including: Creating the workorder, Assigning to ISPs, Scheduling the service, Following up on completion, and invoicing the client. • Communicate internally and externally using phone, email, text messages, Microsoft TEAMS, and 3rd part work order management systems. • Serve as the liaison between the client and Independent Service Provider (ISP). • Manage customer concerns as they arise in a timely and professional manner. • Accurately manage and update ISP and client activities in JANIT. • Daily IVR validation and monitoring to ensure ISPs are meeting scheduled commitments.

Company Description Moveworks is the Agentic AI Assistant platform that empowers the entire workforce. Our platform enables employees to converse with all of their business systems through natural language to quickly find answers and automate tasks. Powered by the world's most advanced LLMs, our proprietary models, and a sophisticated Agentic AI platform, we're transforming how work gets done by allowing AI to take initiative, streamline complex workflows, and continuously learn and adapt. Moveworks is trusted by over 5.5 million employees at more than 350 of the world's largest companies, including 10% of the Fortune 500, to automate everyday tasks and streamline business operations. Recognized on the Forbes Cloud 100 and AI 50 lists, Moveworks was also named one of Fast Company's 2025 Most Innovative Companies and Inc's Best in Business, in the Best in Innovation category. Moveworks was also recognized at Microsoft's 2025 Partner of the Year and in 2024, received the AI Breakthrough Award. In December 2025, Moveworks was acquired by ServiceNow, marking a pivotal milestone in our journey to create a single front door to work for all business systems. By combining ServiceNow's standard-setting workflow automation with Moveworks' Reasoning Engine and natural language capabilities, we deliver the AI platform for every person and every workflow. Built to go beyond basic summaries to deliver meaningful business impact. Together, our AI acts across enterprise systems to turn conversations into completed work. By joining our team, you'll be at the forefront of the AI transformation, backed by the global scale of ServiceNow and the agility of a high-growth company. We are looking for world-class talent to help us extend agentic AI to every employee across every corner of the business. Come join us! ServiceNow 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 standard, 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. Job Description What you get to do in this role: - You partner with our initial customers to drive product value - You develop trusted advisor relationships with executive sponsors to ensure they are achieving full business value - You partner cross-functionally to translate business needs and product requirements into new solutions for customers - You will evolve and iterate on our customer onboarding strategy - You work with internal teams and customers to drive adoption, engagement and growth - You will help customers identify, quantify, and work toward transformational goals in partnership with Moveworks - You will adapt quickly to product changes and limitations, and communicate these strategically to stakeholders - You will act as the voice of the customer, gathering customer feedback and helping share the product roadmap Qualifications To be successful in this role you have: - You have 5+ years of account management, implementation, or sales experience in software/SaaS - Manage a portfolio of U.S. Federal Government customers, serving as the trusted advisor throughout the customer lifecycle. Prior experience supporting Federal customers is required. - You have experience in explaining technical solutions, establishing goals, developing opportunities, building + selling business cases, and improving customer experience - You have experience supporting deployments with large enterprise customers - Process focused with strong problem-solving ability - always searching for a smarter, better way to achieve a goal - You have experience building strong internal and external relationships, including with senior-level executives throughout companies - You are diplomatic, have tact and you are poised under pressure - You possess a voracious appetite to learn and grow - You have completed a Bachelor's degree - You are willing to travel 10-25% of the time FD21 For positions in this location, we offer a base pay of $113,700 - $177,650, 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. 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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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.