Staff Technical Program Manager, Customer Support

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 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

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.

Job Description

Team & Role

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 Customer Support advocates who are responsible for leading the successful execution and delivery of flexible and holistic programs and processes to enable delightful product experiences. Customer Support Program Managers are creative problem solvers and team leaders by nature, dedicated to building impactful relationships, improving team cohesion and creating efficiencies in the support process.

Learn more about our team here 

https://www.linkedin.com/company/servicenow/life/userexperience/

What you get to do in this role:

• As a technical program manager, you will be responsible for managing key internal Customer Support programs and external customer-facing initiatives with the aim of improving the overall customer and employee Services and Support experiences.
•  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 and process development lifecycle.
•  Work on new, complex, high-priority initiatives while remaining flexible and meeting tight deadlines
•  Use metrics and analytics as both an analysis tool and to establish key performance indicators and measures of success
•  Understand our product and get certified in ServiceNow Administration Fundamentals within six months

Qualifications

Preferred Qualifications:

• 8+ years of project/program management experience in mid/large size companies, ideally on a support / service operations team
• Leads (or significantly contributes to) large, cross-functional initiatives – and creates successful outcomes
• Acts as a change ambassador by promoting and communicating new ideas to propel innovative and scalable solutions across our organization.
•  Communicates with candor and empathy while sharing learnings from individual and team experiences to drive continual improvement for self and others

Basic Qualifications

• BA/BS degree or higher in Business Management, Computer Information Systems (CIS), Management Information Systems (MIS), Operations and Information Management (OIM) or other equivalent combination of education and experience.
• Experience working on and managing large projects or programs with cross-functional teams.
• Deliver solutions and strategies while mitigating or removing obstacles.
• Experience utilizing software to keep projects organized, track metrics, and report on progress.
• Experience in related roles such as business analysis, process design, analytics, and enterprise customer service / support
• PMP, Agile and/or Six Sigma certifications are highly desired
• Demonstrated ability to drive programs to measurable operational efficiency and ef