Senior Technical Program Manager - Support Systems

Build the future of the AI Data Cloud. Join the Snowflake team.

Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning, and building connections.  

Snowflake’s Customer Experience Engineering Team is expanding! We are looking for Technical Program Managers who like working with data and solving a wide variety of issues utilizing their technical experience having worked on a variety of operating systems, database technologies, big data, data integration, connectors, and networking. 

As a Senior Technical Program Manager - Support Systems your role will be to design and deliver scalable support systems using the ServiceNow platform to provide a world-class user experience. You will work with business stakeholders to understand business requirements, create functional specifications and work with IT and Tools developers to implement solutions. 

You will:

• Own execution of the roadmap to deliver high-quality ITIL and ITSM systems solutions using the ServiceNow platform

• Manage the relationship between the business and IT to deliver enhancements to various systems utilized to enable Support operations

• Drive usage and adoption of systems through training 

• Communicate system updates and new features to the business

• Troubleshoot reported issues through to resolution

• Partner with IT in the day-to-day operations and maintenance of the Support systems to ensure high availability 

• Evaluate and implement new technology solutions to solve business problems
  

Our ideal Senior Technical Program Manager will have:

• B.S. or M.S degree in CS, MIS, or equivalent discipline

• 3+ years of experience with ServiceNow

• 3+ years of experience with Salesforce or other CRMs

• 2+ years of experience with  IT Service Management (ITSM), Configuration Management Database (CMDB), and working in ITIL based platforms 

• 4+ years in product and program management in the technology industry-leading technology programs

• System specific Certifications: ServiceNow SysAdmin (experience guiding in ITSM/ITL implementations); Salesforce (administrator)

• Project Management Certifications: PMP, ITIL, ITSM

• Expertise in Incident, Problem, Change, Escalation, and Major Incident Management

• ServiceNow PPM, Agile, Waterfall, and Hybrid Project Management experience

• Experience managing integration development with ServiceNow and other platforms.

• Experience providing reports to Executive leadership and business stakeholders

• Demonstrated ability to adapt to new technologies and learn quickly 

• Excellent verbal and written communication skills, including  establishing relationships, and collaborating with subject matter experts, managers, and leaders to help deliver business results 

• Excellent team player skills and the ability to work with virtual and global cross-functional teams

• Ability to manage multiple projects and tasks, prioritize competing deadlines, and work effectively under pressure in a dynamic environment

• Strong understanding of the software development lifecycle process

• Strong analytical and problem-solving abilities

Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com