Senior Staff IT Project/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.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

About Digital Technology

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.

Job Description

What you get to do in this role:

• Work with the business, design, engineering, and product teams to create digital transformation experiences for internal stakeholders and customers
• Develop and maintain the vision for assigned digital customer interaction experience projects
• Defining business objectives, OKRs, Goals/KPIs. Create frameworks to track the goals and execution. Lead value mapping & value realization exercises
• Ability to drive strategic planning & execution with serious leaders across product management, engineering &  operations teams
• Define and prioritize the backlog of work for assigned projects including the creation of epics and stories for new features, enhancements to existing features, functionalities, and improving digital experience quality based on customer satisfaction or feedback
• Apply Agile digital execution and communication across multiple cross teams including design and engineering
• Create framework for execution and ensure process governance (Agile, Kanban, SAFe, Scrum, Scrumban, Hybrid)
• Translate your vision, findings and recommendations to senior leadership to gain alignment, affect change and influence long term digital strategies
• Be the digital experiences expert and provide guidance on how the latest innovations in technology can be applied to create next generation customer experiences
• Help innovate and create customer solutions that will affect organizational transformational in the face of a digital-first emerging landscape

Qualifications

To be successful in this role you have:

• 15+ years of experience as a Product Manager, Product Owner, Consultant or technical Product Analyst in a commercial software product company
• Very strong program management skillset
• Passion for technology and innovation to improve the way people work using our products and the possibilities that come from building world class customer experiences
• Strong decision making based on data and business benefit to determine the best investments for the future
• Must enjoy working in a highly collaborative environment
• Ability to dive into extremely complex, vague and cross functional environments and map teams to plans
• Experience creating digital experiences in either CSM, CRM, or HCM
• High energy, self-starter with aptitude for learning new technologies and ability to promote transformational change
• Comfortable presenting solutions t