Staff Technical Program Manager

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 proud to be one of FORTUNE's 100 Best Companies to Work For® and World's Most Admired Companies® 2022.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products. We are Design advocates who are responsible for leading the successful execution and delivery of flexible and holistic programs and processes to enable delightful product experiences. Design Program Managers are creative problem solvers and team leaders by nature, dedicated to building impactful relationships, improving team cohesion and creating efficiencies in the design process.

Learn more about our team here https://www.linkedin.com/company/servicenow/life/userexperience

Job Description

Team & Role

The Staff Technical Program Manager position is part of a global team who reports to the Senior Manager of Supportability and Readiness. This position is critical to the support organization as we prepare the support teams for upcoming features, new products, and depreciation of existing features in an effort to provide an exceptional customer experience.

We are a fun and energetic team of technical experts who work cross functionally with development, product and support teams to understand technical features and provide support with an appropriate level of training at the right time. We proactively reduce case volume through a proven risk analysis process and our technical expertise.

What you get to do in this role:

· You will be responsible for ensuring our Global Technical Support Team is ready to support all existing and new releases in the assigned Business Area.

· Work with Engineering Business Areas and product operations teams to implement the Transfer of Information (TOI) for support around new releases – identify and address risk items, key features, functionality changes, etc.

· You will be responsible for understanding the details of development, identification of training needs, identification of tooling needs, assessment of resource impacts, and identifying other mitigation activities to maximize customer satisfaction of the support received.

You will be the single point of contact between engineering and Global Technical Support for the assigned products and applications. This includes overall supportability and the readiness of support for new releases.

· You will be working with Engineering and Support teams globally, and will be responsible for striving towards continuous improvement in key Support metrics including Customer Satisfaction, Time to Relief, Time to Resolve, Escalation Effectiveness, etc.

· Work with the global support delivery leaders to ensure that the application is being supported well, Backlog, headcount, knowledge training gaps, includes facilitating and leading initiatives to improve the customer experience.

· Be the point of contact from support with engineering, professional and product operations for the said applications and products.

· Represent Global Technical Support in the development and release process of new family versions, which include providing feedback on architecture design and operability of product features.

· You’ll identify problems other missed, make reasoned decisions with imperfect or ambiguous information, and be proactive in identifying the best path forward

· Advocate and champion design thinking and methodologies throughout the product development lifecycle.

· Work on new, complex, high-priority initiatives while remaining flexible and meeting tight deadlines

· Apply your breadth of experience to model, prototype, and iterate on our existing solutions

Qualifications

Requ