Staff Technical Program Manager - Integrations

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
Team Description:
We're not yesterday's IT department, we're Digital Technology. The world around us keeps changing and so do we. We're redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We're all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow's journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.
Ultimately, we strive to make the world work better for our employees and customers-when you work in ServiceNow Digital Technology, you work for them.
What you get to do in this role:
As a Staff Technical Program Manager for Integrations, you will play a critical role in managing the integrations that power our innovative Generative AI, Agentic AI and other products that enhance employee experience and employee productivity. You will be responsible for working with a cross-functional team to build, enhance, and scale integrations that enable our customers to maximize the value of our product. This is a high-impact role where you will work closely with engineering, customer success, and external partners to deliver integrations that align with our customers' needs and the company's overall product strategy.
Key Responsibilities:

• Integration Management:
  • Manage all integrations for Employee Workflows, ensuring alignment with company goals and customer needs.
  • Identify high-value integration opportunities and prioritize them based on customer impact, business objectives, and technical feasibility.
  • Work with stakeholders to understand customer pain points and translate them into actionable integration solutions.
• Integration Development and Execution:
  • Lead the development of integrations, from ideation through execution, ensuring timely delivery of high-quality integrations.
  • Collaborate with cross-functional teams, including engineering and external partners, to develop and maintain integrations with external platforms (e.g., Salesforce, Slack, HubSpot, etc.).
  • Define integration requirements, write user stories, and manage feature backlogs for integration-related work.
• Cross-functional Collaboration:
  • Serve as the primary point of contact for all integration-related initiatives, working closely with Product Management, Customer Success, and Partnerships to drive alignment and adoption.
  • Engage with external partners to evaluate potential integration opportunities, negotiate terms, and manage ongoing relationships.
• Customer Focus:
  • Work closely with customer success teams to understand customer needs, gather feedback, and ensure that integrations deliver value to end-users.
  • Continuously monitor the performance and usage of integrations, gather customer feedback, and iterate to improve the integration experience.
  • Triage and troubleshoot integration failures and implement timely remediation to satisfies customer and business needs.
• Vendor and Budget Management:
  • Manage annual and quarterly integrations budget, ensuring that all stakeholders' inputs are taken into consideration.
  • Ensure integrations budget is properly managed and budgetary goals and responsibilities are achieved.
  • Initiate and manage all purchase orders and statements of work with external integration vendors.
• Metrics and Reporting:
  • Define success metrics for integrations and track performance post-launch to ensure customer satisfaction and business impact.
  • Regularly report on progress, challenges, and results to leadership and other stakeholders.

Qualifications
Key Qualifications:

• 8+ years of integrations management experience.
• Proven experience in defining and delivering complex product integrations with third-party platforms (e.g., HCM systems, benefits providers etc.).
• Strong understanding of integration technologies, APIs, webhooks, and data synchronization.
• Deep expertise in integration management best practices, including requirements gathering, troubleshooting, prioritization, and stakeholder management.
• Strong technical aptitude with the ability to engage deeply with internal and external engineering teams and understand technical constraints and trade-offs.
• Excellent problem-solving and critical-thinking skills.
• Exceptional communication and interpersonal skills with the ability to work effectively across diverse teams and with external partners.
• Ability to synthesize complex technical details and customer needs into clear, actionable product plans.

Preferred Qualifications:

• Experience working in a fast-paced, high-growth environment.
• Familiarity with integration platforms (e.g., Zapier, MuleSoft, Workato) and cloud-based tools (e.g., AWS, Azure, Google Cloud).
• Knowledge of product analytics tools and experience using data to drive product decisions.
• Experience in a B2B SaaS environment.
• HR technology integrations experience strongly preferred.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
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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