Expert Customer Experience Product Designer

1 week ago

Melbourne, Victoria, Australia beBeeProduct Full time $150,000 - $180,000

Job Overview

We are seeking an exceptional Product Excellence Architect to drive the end-to-end resolution of complex global customer issues, ensuring exceptional satisfaction and successful outcomes.

This role requires a unique blend of technical expertise, business acumen, and customer-focused approach. The ideal candidate will be able to leverage their experience in ServiceNow ITOM products to design scalable solutions that meet the evolving needs of our customers.

Key Responsibilities:

  • Drive the end-to-end resolution of complex, high-visibility global customer issues, ensuring exceptional satisfaction and successful outcomes.
  • Act as a bridge between customers and R&D through Customer-Oriented R&D (CORD) efforts—gathering feedback, use cases, and emerging needs to inform product direction and innovation.
  • Define and refine best practices by leveraging insights from real-world customer implementations across industries and geographies.
  • Troubleshoot and resolve highly complex technical issues in real time, designing scalable solutions that are often integrated into future product releases.
  • Support critical customer challenges that extend beyond standard support and professional services capabilities.

Requirements:

  • Seven years of experience implementing 2 or more ServiceNow ITOM products.
  • Implementation Certificates and registered implementations are required.
  • Advanced and current understanding (and practice) in Windows Domain and Unix System Administration.
  • Enterprise architecture domains.
  • IT Operations experience in storage, network and compute of enterprise environments.
  • ITIL / CMDB implementations (CCMDB, UCMDB, etc.).
  • Scripting with powershell, perl, wmi, ssh, python, javascript.
  • Exceptional communication and presentation skills to include technical and business concepts.

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