When a VP told me that an opportunity had opened up on the customer support engineering team, I decided to leave the beaches of San Diego, California behind for the sand of Sydney, Australia, where I grew the customer support team. I had expressed to my manager that I want to be a CIO or an executive and this opportunity in Sydney brought me leadership training as well as international business experience—something a lot of successful leaders that I look up to also have. I was taking more proactive approach to my career and what I wanted to do next, that’s how I came to lead our team.
The global support culture we have across locations is a real strength of the group. We’re building tenure and expertise as we take on some truly challenging work. For those that love to be continually challenged and love learning that technology, you will never be bored. We really do love the customer centric approach, so even though we have processes and procedures in place, there are moments where we need to make judgement to do the right thing for the customer.
The innovation forum within the engineering organization was created directly from feedback in our Employee Voice Survey. We have developed our support organization to align with engineering leaders to share customer feedback, what's working, and how we can improve the product. This level of collaboration is next to none. I'm always checking in with new hires because I've been here so long, and the most consistent feedback I hear from them is that collaboration is king at ServiceNow. Join our team.
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