Job Description:

DXC Technology (NYSE: DXC) helps global companies run their mission-critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private, and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new performance levels, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.

The Role

The Support Account Manager (SAM) will deliver proactive and reactive services and be a central point of contact for all support-related activities. The SAM will collaborate with a highly skilled team focused on a select set of high-profile, strategic customers while delivering a high-quality service.

Essential Job Functions:

• Comfortable presenting to all levels of management, including C-level stakeholders.
• Use industry-leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business-impacting events for customers.
• Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as they relate to our customer needs.
• Drive regularly scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases, changes, problems, and
• on-going projects.
• Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.
• Facilitate communication between customers and ServiceNow regarding mandatory upgrades, patches, and security requirements.
• Manage, document, and report on performance against service level agreements (SLAs) and where SLAs are not being met, document and oversee an action plan that will result in
• meeting and exceeding those commitments routinely.
• Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change.
• Review open cases, problems, and changes, communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.
• Act as an escalation point for customers who are impacting critical business issues.

Basic Qualifications:

• ServiceNow Certifications: Certified System Administrator Certification (CSA)
• ServiceNow platform knowledge or experience
• Project Management capabilities and principles
• Service delivery account management experience
• Excellent written and oral communication skills
• Experience dealing with technical support teams
• Fundamental understanding of ITSM in enterprise environments and global deployments
• Comfortable interacting with all levels of management
• Working knowledge of ITIL incident, problem, and release management processes and procedures
• Ability to effectively work with tight schedules and fast, fast-paced environment to minimize problem impact on the customer within a global model
• Broad technical understanding in a cloud software environment
• Growth & collaborative mindset

Other Qualifications:

• Must be a U.S. citizen based in the United States
• Ability to gain government clearance.
• Experience working with the US Public Sector / Government

Compensation at DXC is influenced by an array of factors, including but not limited to the experience, job-related knowledge, skills, competencies, as well as contract-specific affordability and organizational requirements. A reasonable estimate of the current compensation range for this position is $125,600 - $233,200.

Full-time hires are eligible to participate in the DXC benefit program.  DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age or genetic information. DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below.

We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters. To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.

Postings link

Disability Accommodations

If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email.

Please note: DXC will respond only to requests for accommodations due to a disability.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.