Support Account Manager (SAM) – ServiceNow (C2C)- REMOTE

Yochana is seeking an experienced Support Account Manager (SAM) – ServiceNow to serve as the primary customer advocate for support governance, service delivery, and operational excellence. The ideal candidate will collaborate closely with various teams to ensure timely resolution of critical issues while driving continuous service improvements and customer satisfaction.

Responsibilities:

• Serve as the primary point of contact for customer support governance and service reviews
• Manage high-priority incidents, customer escalations, and ensure timely issue resolution
• Coordinate with ServiceNow Support, Engineering, and Product teams to resolve complex technical issues
• Review incident trends, platform health, SLA/KPI performance, and recommend service improvements
• Conduct regular operational and executive service review meetings with customers
• Drive customer satisfaction through proactive communication and support excellence
• Ensure adherence to ITIL best practices for Incident, Problem, Change, and Service Management
• Build strong relationships with customers and internal stakeholders

Requirements:

• 6–8 years of experience in IT Operations, Service Delivery, Technical Support, Customer Success, or Technical Account Management
• Strong knowledge of the ServiceNow platform, particularly ITS M modules
• Experience managing customer escalations and critical production incidents
• Good understanding of Incident, Problem, Change Management, platform upgrades, and support processes
• Strong troubleshooting, analytical, and problem-solving abilities
• Experience with SLA/KPI governance, service reviews, and continual service improvement
• Excellent communication, presentation, and stakeholder management skills
• Experience working with enterprise SaaS or cloud-based environments
• ServiceNow Certified System Administrator (CSA) – Mandatory