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 leader, 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. **What you can expect from us:** At ServiceNow, we make work better for everyone, including our employees. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible for our employees. Win as a Team is part of our culture, and we aspire to wow our customers. We stay hungry and humble and focus on creating belonging. Sustainability, inclusivity, and diversity are key focus areas within our business framework so that we have transparency, equity, and accountability to deliver meaningful, measurable change. With our vision and dedication for a better future already underway. Join us on this journey! In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, we provide resources to help you and your loved ones be well. From benefits plans and programs, to mental health resources that offer coaching and 24/7 support, to family support resources and parental leave programs – we want to help you take care of yourself and your loved ones. Below is a glimpse into even more of our offerings or click here for a full list (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/people-pact-one.pdf) : + Along with holidays, we have company-wide designated global well-being days where everyone is off and can spend time doing what matters most. + Flexible working culture to support the balance you need in both work and life. + Parental leave programs. + Childcare and caregiving benefits. + A learning experience platform built using our own technology, to support your learning and development goals, as well as a tuition reimbursement program. + A global, cross-functional mentoring program. + We also have team-building activities, various employee belonging groups, volunteering, and community outreach programs. **What you’ll get to do in this role:** ServiceNow is seeking highly motivated, service-minded professionals to join our Support Account Management (SAM) Services team and play a vital role in delivering world-class customer satisfaction. SAMs help ServiceNow transform the way people work. As a SAM, you'll deliver both proactive and reactive services and act as a central point of contact for all support-related activities. You'll work as part of a highly skilled team supporting a select group of high-profile, strategic customers, while delivering exceptional service. + You’ll also be responsible for driving cross-functional teams to ensure that customer issues are clearly identified and resolved effectively. + Present to all levels of management, including executive stakeholders. + Use the top software management tools to proactively identify and mitigate service issues that could impact customers. + Deliver business value by aligning ServiceNow capabilities with customer needs. + Manage regular customer calls and meetings to maintain open communication and share updates on cases, changes, and projects. + Facilitate performance summaries and reviews (monthly and quarterly). + Act as the liaison between customers and ServiceNow regarding updates, patches, and security requirements. + Track and report on service level agreements (SLAs), including action plans for continuous improvement. + Promote continuous improvement by reviewing trends and collaborating with internal teams to advocate for change. + Review and prioritize open cases, communicating aligned priorities to ServiceNow teams. + Serve as an escalation point for critical customer-impacting issues. **To succeed in this role, we’re looking for someone who has:** + 5 + years of experience in an adjacent role + Experience with integrating AI in work processes, strategies, or problem-solving (e.g., using AI-powered tools, automating workflows, or applying AI insights). + Excellent communication skills—both written and verbal. + Experience working with technical support teams. + A solid understanding of ITSM in enterprise and global environments. + Comfort interacting across all levels of an organization. + Familiarity with ITIL processes, including incident, problem, and release management. + Ability to work effectively under pressure in a fast-paced, global environment. + Broad technical knowledge in a cloud software environment. + A growth-oriented, collaborative mindset. **Nice to have:** + ServiceNow platform knowledge or experience + Project Management capabilities and principles + Service delivery account management experience For positions in this location, we offer a base pay of $124,700 - $218,300, 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 where the role is located and is subject to change based on work location. **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 (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) . 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, 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. **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. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.