Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're on the 2021 list of FORTUNE World's Most Admired Companies®.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Job Description
Team
Come join the global Support and Product success Operations team focused on customer-facing and internal programs. You'll work alongside a team of seasoned program managers who run programs to drive efficiencies and to optimize the customer and internal experience within this technical customer support organization. The global team is highly collaborative, shares best practices and always looking for opportunities to standardize and streamline the program management practice. Check out our team if you're a results-oriented visionary who likes to dream big!
As a technical program manager, you will be responsible for managing key internal Customer Support programs and external customer-facing initiatives with the aim of improving the overall customer and employee Services and Support experiences.
What you get to do in this role:

• Drive programs and projects which support the Support and Product Success organization in delivering new services, improving service capabilities, increasing effectiveness for customers and employees, etc. Projects have a wide variety of goals, such as driving resolutions to problems, changes in strategic direction, optimization of operational effectiveness, communications, compliance, quality, systems rollout, education/training coordination and liaison activities between cross-functional entities. Each program is a new journey, with unique challenges, opportunities, and learnings.
• Represent Support Operations and interface effectively with cross-functional teams, senior-level business executives and customers to create and implement solutions to improve customer experience.
• Assess current systems, best practices, quality, service and introduce improvements to ensure Operations stays in line with growing business needs.
• Analyze operational, customer and business effectiveness data to identify opportunities for improvement and measure the effectiveness of changes introduced.

Qualifications
To be successful in this role you have:

• 8 years or more of demonstrated experience in managing key projects: specifically, experience leading Impactful cross-functional, technical Program/Project management experience including planning, scheduling, monitoring and stakeholder reporting resulting in achievement of business and operational KPIs and goals
• BS/BA degree in computer science, engineering or related discipline or equivalent experience
• Preferred experience will be in high-tech/SaaS or PaaS, ideally including Customer Support operations or support delivery
• Ability to learn quickly and pick up tools, systems, and processes in a short amount of time
• Highly desired experiences:
  • Experience with legacy ITSM applications, such as Remedy, as well as state-of-the-art ITSM applications, such as ServiceNow is a big plus
  • PMP, Agile and Six Sigma certifications are highly desired
  • Prior experience with implementing or supporting ServiceNow products in an Enterprise setting is a plus

Critical Success Behaviors

• Leadership - Passionate and focused leadership in a fast, fact-based collaborative team environment, effectively influencing stakeholders and suppliers
• Effective Communications - Proven ability to communicate effectively, persuasively, and concisely at the senior leadership level and all levels of the organization
• Flexibility and Adaptability - Knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment; ability to adapt as needed.
• Managing Multiple Priorities - Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
• Organizational Change Management - Knowledge of and ability to align the organization's people and culture with changes in business strategy, organizational structure, technology and business processes. Recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.
• Organizational Savvy - Knowledge of organizational motivation and influence tactics; ability to effectively navigate formal and informal communication and decision-making channels
• Thought Leadership and Strategic Thinking - Ability to gather and analyze data - both objective and human factors - to simplify complicated context into actionably organized and targetable strategies and to propose and sell those ideas

FD21
Additional Information
ServiceNow is an Equal Employment 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.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .
Work personas
Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.
Required in Office
A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.
Flexible
A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.
Remote
A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.