Product & Platform Support Manager

Job Title: Product & Platform Support Manager
Location:  United Kingdom

About us:

Founded in 2019, we are a rapidly growing digital transformation company, committed to delivering strategic change & solutions for our clients.

We listen, we work collaboratively, and we deliver value.We also believe culture is a very special thing and place it at the core of everything we do. It enables our mob members to thrive personally & professionally and ensures the highest quality of service to our clients.

 

As an experienced Product & Platform Support Manager you will: 

  • Be responsible for developing and growing a team to provide second and third level support to customers.
  • Manage the product and platform support agents to support engagements with customers related to cases raised in relation to their ServiceNow platform. This role will manage a team across the UK, both onsite in Newcastle and Remotely.
  • Lead and build an effective and highly functioning team; this includes hiring, measuring performance, coaching and resource management.
  • Mentor and train a team to support small enhancements for ServiceNow Customers. Provide ongoing platform maintenance to customer environments, including patching, cloning and upgrades.
  • Work with customers to provide Subject Matter Expertise (SME) support on maintenance efforts related to the ServiceNow platform.
  • Have strong presentation skills and the ability to interface effectively with cross-functional teams, senior-level business executives and Customers.
  • Drive as senior program manager and a key SME in developing projects for customer maintenance and experience.
  • Support key customer-facing initiatives while driving the resolution of cases.
  • Represent the customer voice, Customer Experience within customer-related programs & efforts.
  • Lead customer support review meetings to cover previous and upcoming work to the ServiceNow platform.

 

Experience/Qualifications:

  • ServiceNow experience (at least across ITSM and System Administration)
  • Experience in the design and build of Integrations between ServiceNow and 3rd party tooling
  • A good understanding of the underlying ServiceNow platform and the supported applications across ITSM, ITOM, HR, CSM, GRC and more
  • Certified ServiceNow System Administrator
  • Certified ITSM Implementation Specialist
  • ITIL Foundations

 

Benefits:

Now this is a 2 way thing so here’s what we can offer you in return:

  • Unlimited holidays
  • 8% pension contribution
  • Health Insurance
  • Career Development
  • Remote working  & Flexible working
  • A strong culture and a whole lot of fun along the way!

If you want to be part of a fast-growing company who are collaborative, non-hierarchical and people focussed, who thrive on infectious energy and encourages everyone to reach their full potential then apply now

Our Application Process

Transparency is part of our values and we ensure that is fully instilled in our recruitment process the whole way through. We like to keep in regular contact with our candidates, so you know exactly where you’re at and what the next steps are.

1

We look through every CV that we receive and if we think you’re a good fit, you’ll be invited to a first stage chat with Louise ‘The Grateful One’.

2

We then follow up with a second informal interview with another mob member which dives a bit more into cultural fit and gives you the opportunity to learn more about our other service offerings.

3

We normally then have one final interview with another member of the team.

4

The last stage is to send the official offer to become a whyayer!

Apply for

Product & Platform Support Manager

    Please note: Sometimes we will not be able to offer roles straight away but will add you to our pipeline and will let you know as soon as an opportunity presents itself.


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