Staff IT Project/Program Manager

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

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. 

Come join the Digital Technology IT PMO team and work with a talented group of Program Managers and Scrum Masters leading ServiceNow transformation programs. This team is responsible for driving, through best-in-class program management, enterprise initiatives that enable ServiceNow Sales, Marketing, Services and Channel businesses with advanced technology and analytics. As a member of the DT PMO team, you will be instrumental in delivering some of the most innovative and cutting-edge technologies, products to market. We are truly a team, supporting each other and celebrating our successes!  

This position reports to the Senior Director PMO - Portfolio Management

What you get to do in this role:

Responsible for internal implementations of strategic Digital Employee Experience initiatives that leverage Now Platform, IT, and Employee Workflow products from business case through operations and benefits tracking
Drive crucial conversations with  principals in business and IT to define strategic business cases and measurable benefits
Engage and collaborate with all business, Product Engineering, and IT functions affected by the program, internal and external partners, and vendors
Develop a detailed program execution plan and manage all execution aspects, including program interdependencies, metrics, testing, deployment, and enablement
Plan, guide, and facilitate Agile ceremonies like feature planning workshops, sprint planning, daily stand-ups, scrum of scrum, sprint demos, and retrospectives
Provide coaching to one or more product-oriented teams, driving continuous maturity and improvement in Agile and DevOps best practices
Create crisp plans and drive complete documentation to facilitate program reviews and directions at the Steering Committee level
Drive risk mitigation strategies and issue resolution actions with key stakeholders at all levels of the organization
Apply consistency and best practices, leveraging the ServiceNow IT Business Management product, to enable business outcomes and benefits tracking

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, planning, or problem-solving. This may include using AI-powered tools, automating workflows, interpreting AI-driven insights, or exploring AI's potential impact on the function or industry.
• MUST HAVE 8 + years of project and program management experience
• MUST HAVE at least 5 years of experience working with product-oriented engineering teams
• Experienced scrum master managing multiple scrum teams and applying scrum fundamentals and best practices
• Extensive experience with Agile tools and techniques: Lean design, accommodating changing requirements, iterations, feedback loop with customer involvement.
• Experience in working with Now Platform and ServiceNow Workflow Products is a big plus
• Experience with working in an innovation-fueled, start-up-like environment to deliver a product from ideation to market launch is a big plus
• Have strong business acumen while demonstrating strong ability to understand complex technical domains to guide functional-technical discussions across different organizations and deliver value-derived, customer-oriented solutions
• Demonstrated ability to influence extended groups of senior professionals in a matrixed organization
• Demonstrated ability to orchestrate  meetings with senior principal