Principal Technical Program Manager- ServiceNow

Elevate your career by steering multi-faceted tech programs, integrating innovative solutions for a dynamic impact across global operations.

As the Principal Technical Program Manager within the ServiceNow team, you will lead our efforts in delivering platform solutions and services to a broad range of corporate functions. You will engage with internal customers to understand their current and future needs, shape the ServiceNow roadmap, and ensure the platform scales effectively to support evolving business requirements.

Job Responsibilities

• Build strong relationships with key platform stakeholders to understand business priorities and strategic objectives.
• Gather, analyze, and prioritize near-term and long-term demand for ServiceNow capabilities with Platform Tenants.
• Serve as the primary point of contact for stakeholder feedback, requirements, and escalations.
• Develop and maintain a multi-year ServiceNow product outlook aligned with tenant roadmaps.
• Prioritize and manage the ServiceNow Platform portfolio, balancing new features, enhancements, and technical debt.
• Define and track key performance indicators (KPIs) to measure platform adoption, tenant satisfaction, and business value.
• Collaborate with architecture, engineering, and operations teams to ensure the platform is scalable, secure, and resilient.
• Anticipate future demand and proactively plan for capacity, integrations, and new module rollouts.
• Lead platform governance, ensuring compliance with Terms of Service and the federated operation model.
• Communicate platform vision, roadmap, and value proposition to stakeholders at all levels.
• Drive user adoption through effective change management, training, and support initiatives.

Required  qualifications

• 7+ years of experience in product management, portfolio management, or a related role, with at least 3 years focused on ServiceNow or similar enterprise platforms.
• Proven track record of managing complex technology portfolios and delivering enterprise-scale solutions.
• Strong understanding of ServiceNow modules (e.g., ITSM, HRSD, CSM, ITOM) and platform capabilities.
• Experience working with diverse business functions (e.g., HR, Finance, Legal, Facilities, IT).
• Excellent stakeholder management, communication, and interpersonal skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Experience with agile methodologies and tools.

 

Preferred qualifications

• Experience in a large, matrixed corporate environment.
• Familiarity with ITIL, Lean, or Six Sigma methodologies.
• Ability to influence and drive change across organizational boundaries.
• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or related field; Master’s degree preferred.
• ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist) are a plus.

 

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high val