Senior Staff Technical Program Manager

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This role is part of the Customer Service Technology and Services Program Management Office.  This small, highly visible team owns internal global programs to increase the efficiency of our Support organization, ultimately creating hospitable experiences for our customers.  We are creative problem solvers and team leaders by nature, dedicated to building impactful relationships, improving team cohesion and creating efficiencies in the support process. 

We are seeking a seasoned, collaborative, motivated and humble Technical Program Manager to join our team. You will be responsible for running high-impact programs for our Support Delivery teams.  

This is an opportunity to make a difference to ServiceNow’s customers who interact with our Support Delivery organization.  When our service team has the tools and training to do their best work, our customers succeed.  You will bring your programs to life, managing by influence, while cultivating collaboration and remaining laser focused on business outcomes. You will partner with Support Delivery leaders, owning the roadmap and all program components to reach or exceed OKRs.   

The successful candidate is a proactive, “hungry and humble” leader, always willing to learn and collaborate. This role combines technical expertise, operational excellence and program management with exceptional presentation skills and high emotional intelligence. You will think strategically, while driving the tactical execution of large cross-organizational programs, from initial conception through program development, delivery, and transition to the business. 

What you get to do in this role:

• Own new, complex, high-priority internal programs that cross time zones, organizational levels, and internal departments. 
• Design program roadmaps to achieve the intended business outcomes. 
• Use metrics and analytics to establish key performance indicators and measures of success. 
• Identify risks affecting program success, and clearly communicate mitigation plans.  
• Improve operational excellence by contributing to continuous improvement initiatives for the PMO team. 
• Communicate with candor and empathy, tailoring your messages to your audience. 
• Summarize complex technical programs and OKR progress to senior executives.  

To be successful in this role, you ideally have the following: 

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. 
• Experience using software to track program progress and track metrics.
• Deep intellectual curiosity about the effect of AI and technology on Support organizations.
• Confidence presenting to executives and end users, with inherent awareness to craft your message to different audiences.
• Ability to manage by influence across internal departments and technical teams. 
• Fundamental desire to collaborate, innovate and showcase the team’s work over your own. 
• Blend of technology and AI experience with business acumen. 
• A desire to continually increase professional skills, including certifications and/or training in PMP, Agile, Emotional Intelligence, and Executive Communication. 

Preferred Qualifications: 

• Experience working on and managing large projects or programs with cross-functional teams. 
• Deliver solutions and strategies while mitigating or removing obstacles. 
• Experience utilizing software to keep projects organized, track metrics, and report on progress. 
• Experience in related roles such as business analysis, process design, analytics, and enterprise customer service / support. 
• Demonstrated ability to drive programs to measurable operational efficiency and effectiveness KPIs. 
• Excellent interpersonal, written, and oral communication skills, demonstrated by the ability to: listen to and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with, and facilitate groups.  
• PMP, Agile and/or Six Sigma certifications are highly desired. 
• Expertise designing streamlined presentation decks combined with the ability to present with confidence and write without errors. 
• Experience or understanding of ServiceNow’s products and the Now Platform®, and a commitment to become certified in ServiceNow Administration Fundamentals. 
• Leads (or significantly contributes to) large, cross-functional initiatives – and creates successful outcomes. 
• Translate business objectives in support of AI use cases and project requirements. 
• Ability to assess technical feasibility of AI initiatives. 
• Acts as a change ambassador by promoting and communicating new ideas to propel innovative and scalable solutions across our organization. 
• Prior experience with implementing or supporting ServiceNow products in an Enterprise setting is a plus. 

Basic Qualifications: 

• BA/BS degree or higher in Business Management, Computer Information Systems (CIS), Management Information Systems (MIS), Operations and Information Management (OIM) or other equivalent combination of education and experience. 
• 12 years of experience managing global, cross-functional programs. 
• 10 years of experience in Enterprise Support organizations. 

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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