Role: Support Account Manager (SAM) – ServiceNow
Location: USA (Remote)
Long Term Contract
Mandatory Certification: ServiceNow CSA
Key Requirements-
6–8 years of experience in IT Operations or Service Delivery or Technical Support, or Customer Success roles.
Strong understanding of the ServiceNow platform, including ITSM workflows, incidents, problems, changes, upgrades, and platform support processes.
Experience managing customer escalations, critical issues, and driving resolution with technical and engineering teams.
Ability to analyze customer issues, understand platform behavior, and participate in technical troubleshooting discussions.
Strong customer-facing communication, stakeholder management, and executive reporting skills.
Good understanding of ITIL processes, SLA/KPI governance, service reviews, and continual service improvement.
Experience coordinating across Support, Engineering, Product, and Operations teams.
Exposure to enterprise SaaS platforms and cloud-based support environments preferred.
Preferred
ServiceNow CSA, CIS, or other ServiceNow certifications.
Prior experience in Support Account Management, Service Delivery Management, Incident Management, or Technical Account Management roles.
Experience supporting global customers and managing high-severity incidents.
Key Responsibilities
Act as the primary point of contact for customer support governance and service reviews.
Drive resolution of critical customer issues and escalations.
Review incident trends, platform performance, and service health metrics.
Coordinate with ServiceNow support and engineering teams to resolve complex technical issues.
Conduct regular operational reviews and recommend service improvements.
Ensure customer satisfaction through proactive engagement and support excellence.
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