When Ash Usman joined ServiceNow in 2012, the company was known for managing IT support tickets. It was an ideal place to be, as ServiceNow went public that year. However, the company had bigger goals. By 2014, its offerings had expanded, and the company that was known as a ticket management platform offered a solution for managing vaccine production.
And that was just the beginning.
“We continue to achieve monumental things, making this a testament to how this is truly a place where the sky is the limit,” said Usman.
Usman and his team have played an active role in these monumental achievements. The company’s global director of account escalation engineering and his team recently filed a patent for a predictive model that anticipates and remediates customer outages before they happen.
ServiceNow is a completely different company from when Usman first joined, yet the core attributes of its culture remained unchanged. Continue reading to learn what those are along with the impact Usman and his team make with their work.
ServiceNow’s technology is designed to help companies work more efficiently through the digitization of workflows and the addition of automation and artificial intelligence.
What is notable about working at ServiceNow, and what differentiates it from other places you’ve worked?
We have a hungry but humble culture. We continue to grow, innovate and deliver in unimaginable ways. My career here has mirrored that same path through all the opportunities I’ve been given. When I joined in 2012, ServiceNow was seen as a ticketing solution platform. Two years later, that same platform was being used for vaccine management to protect millions of human lives. It was an incredible transition.
What is the impact of the work you are doing?
I lead a global team of engineers, addressing ServiceNow’s complex customer escalations. Recently, leadership tasked my team with developing a solution that would identify and mitigate customer issues before they occur. We developed a cutting-edge predictive model for monitoring and alerts that has yielded remarkable results.
Empowered by this success, we created two more predictive models, one of which incorporates AI and machine learning. These innovations have successfully thwarted numerous customer outages, solidifying our reputation as industry players with a customer-first mindset. We’ve submitted patents for these models, a first within my department.
When working on escalations, we’re often in situations where we need to regain a customer’s trust, the ultimate human currency. It’s not something you can buy, and you can lose it in an instant. To do this, we attentively listen to our customers, understand their pain points and work very closely with them to deliver a plan that addresses their pain points and needs. It’s extremely gratifying being able to help teams in this way.
We developed a cutting-edge predictive model for monitoring and alerts that has yielded remarkable results.”
