Support Account Manager

ServiceNow is seeking highly motivated and professional individuals to join our Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction, as SAMs help ServiceNow change the way people work.

The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support-related activities. You will be a member of a highly skilled team focused on a select set of high profile, strategic customers whilst delivering a high-quality service.

Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.

Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs.

Drive/ensure the continual flow of information with timely updates on all open cases, changes, problems, and on-going projects.

Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.

Act as the facilitator between customers and ServiceNow with reference to mandatory upgrades, patches, and security requirements.

Manage, document and report on performance against service level agreements (SLA's) and where SLA’s are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely.

Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal team to be a champion of change.

Review open cases, problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.

To be successful in this role, we need someone who has:

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.

5-10 yrs of experience with 2+ years of customer-facing experience

Flexible and ready to work in India morning or late evening shift to present on handover calls with the incoming and outgoing regions.

Ready to work on weekends.

Prior ServiceNow implementation knowledge and ServiceNow certifications would be an added advantage.

Excellent written and oral communication skills

Experience dealing with technical support teams

Fundamental understanding of ITSM in enterprise and global deployments

Working knowledge of ITIL incident, problem and release management process

Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer within a global model

Broad technical understanding in a cloud software environment

Automation/tech skillset – UX, Web services, Testing, Requirements, documentation

Bachelor/Master in Computer or related field.

Magnit Global 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.