Product Success Engineer jobs in Bangalore at ServiceNow

Job Title: Product Success Architect

Role

Engage with customer on strategic accounts and provide solutions to get better business outcomes for the customer.
Bring actionable customer voice from the engagements and collaborate with product teams to improve the product
Develop Tools and Solution Playbooks
Handle customer issues that are unable to be solved by support or PS staff.
Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues, often spanning multiple product lines
Development of required client specific reporting
Be a key member of the overall implementation partner team
Prepare client facing and internal deliverables that are technology related
Lead requirement gathering workshops to identify use cases and value-based acceptance criteria.
Drive the continuous improvements of our implementation methodology based on client experiences
Mentor field resources in implementation methodology, configuration, and best practices for the ITOM application suite
Up to 40% travel annually

Responsibilities

Manage and drive the overall resolution of highly visible, global and strategic customer situations, ensuring 100% customer satisfaction.
Customer oriented R&D (CORD) - collect information from the field based on customer requirements, use cases, wish lists, as well as explore new cutting-edge technologies, and devise their incorporation into the different products.
CORD - Develop best practice protocols based on experience collected from customer implementations.
Analyze intricate problem scenarios and develop creative solutions to resolve these issues in real time, as well as port back selected solutions into general releases.
Engage and collaborate closely with the ServiceNow R&D teams to improve product based on customer voice.
Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues, often spanning multiple product lines.

Role

In order to be successful in this role, we need someone who has strong technical understanding and experience in one or more of the following areas

E./B.Tech./M.E./M.S./M.Tech. from Computer Science, Electronics and Communications and Electrical Engineering fields with excellent academic record
10-15 years of field technical consulting experience with large enterprise customers.
ITIL / CMDB implementations (CCMDB, UCMDB, etc.)
Advanced and current understanding (and practice) in Windows Domain and Unix System Administration.
Scripting with javascript, powershell, perl, wmi, ssh, python, etc.
Cloud and Config integration & automation expertise with orchestration
Service oriented and distributed application architecture in the enterprise (web services, data access and persistence, client/server, etc)
Cloud Management Platforms such as AWS, VMware, BMC, etc.
IT Operations management tools experience in enterprise environments
Good communication and presentation skills to include technical and business concepts
Demonstrated ability to influence and consult (providing options with pros, cons and risks) around all key technical decisions during project delivery

Compensation And Work Atmosphere

We provide competitive compensation, generous benefits and a professional atmosphere. 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.