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Principal Portfolio Manager

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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
 
We're looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
 
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

The Team

As we gear towards becoming the defining enterprise software company of the 21st century we believe the successes our customers realize with our product are a key driver of long-term growth and mutual benefit for all. The Customer Outcomes organization at ServiceNow works with our customers to help them achieve their desired business outcomes. We aim to support our customer in driving adoption, satisfaction, and ultimately realize maximum value from their investment in ServiceNow. One of the key drivers to accomplish these results is by providing prescriptive guidance that will enable our customers to leverage the full potential of the Now Platform and its solutions.

Within Customer Outcomes, the team of Customer Outcomes Excellence is geared to define, capture, and operationalize this prescriptive guidance, in the form of leading practices and service offerings that support Customer Outcomes, our Partner Network, and our Customers.

Responsibilities

The Principal Portfolio Manager, CO Offerings, Platform Foundation is a key position within the Customer Outcomes organization responsible for setting the standard for excellence. Specifically, as they relate to how our customers will be able to define, set up, and maintain the Now Platform as a long-lasting, technically healthy, and solid foundation for the solutions and applications that run on it. Through innovation, creative thinking, and the delivery of leading practice assets and service offerings, you will be a driving factor in the long-term success of our customers. 

This requires a highly focused and structured individual with vision who can instigate and drive change across various parts of the organization and beyond.

What You Get To Do In This Role

  • You are responsible for the defining and maintaining one or more portfolios of leading practice assets and service offerings as they relate to the Now Platform as Foundation. Topics include data management, platform performance, security, platform manageability, instance architecture, and more.
  • Collaborate with the other portfolio managers in the Platform Foundation area to create and maintain a unified strategy and set of portfolios across all topics of Platform Foundation.
  • You are responsible for the creation, deployment and maintenance of ServiceNow’s leading practice assets, such as workshop materials, use cases, reference materials, and starter kits within the portfolios that you own.
  • Translate the various Now Platform features and capabilities into outcomes and value that help drive successful engagement with our customers
  • Identify and quantify services demand from our Customers within the realm of Platform Foundation to build an effective service offering strategy and portfolio.
  • Engage in strategic internal process improvement initiative to enhance the efficiency and effectiveness of the team’s, and the Platform Foundation, portfolio management processes.
  • Develop a network of relationships, and collaborate closely, with colleagues across geographies and product lines to ensure consistency across all our products and offerings in leveraging the Now Platform. 
  • Collaborate and liaise extensively with the other organizational functions, such as Sales, Product, Training, and others to ensure a consistent customer journey and experience.
  • Liaise with the Product Line Business Unit to ensure the product vision is translated into leading practices and alignment is created with the portfolio strategy. 
  • Enable delivery teams, services sales teams, and partner managers on new and updated leading practices and service offerings.
  • Keep track of ongoing Customer Outcomes engagements that leverage services and assets of your portfolios to review the effectiveness of the portfolio.
  • Assist in strategic customer meetings providing deep subject matter expertise.
  • Provide feedback into the Business Unit for continual improvement of product capabilities, features and interoperability in consideration of customer needs and requirements. 


Qualifications

In order to be successful in this role, we need someone who has:

  • Experience in implementing solutions on the Now Platform as well as in an architecture capacity.
  • Proficiency with, and understanding of, the majority of features available on the Now Platform, their interoperability, and impact within the context of the platform as a whole.
  • Capable of understanding and defining the bigger picture. This role requires continuous translation between technical capabilities, business outcomes and value, and conceptual standardization.
  • Strong negotiation skills to be able to represent the Customer Outcomes perspective with a diverse group of stakeholders within the company, while driving to a common business outcome. 
  • Experience in a Professional Services environment engaging with executive stakeholders, architects, and extended program teams.
  • Self-starter and disciplined
  • Ability to learn technology quickly, through instruction and self-training
  • Ability to be flexible to work in an international, fast-growing environment
  • Ability to travel up to 10% of the time


Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550, or [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.


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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

176 N Racine Ave, Chicago, IL 60607

An Insider's view of ServiceNow

What’s the vibe like in the office?

The culture at this company is to take people's uniqueness, their superpowers — who they are at their core — and figure out how to raise them up for their benefit and the company's benefit.

Christine

Vice President of AMS Solution Consulting

What does your typical day look like?

If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.

Viviana

Senior Machine Learning Engineer

How does the company support your career growth?

My experience with Launchpad was humbling and eye-opening. I connected with many other early career individuals and discussed imposter syndrome. Being able to voice that and not feel alone in that feeling, I was like, "Wow. I don't have to know everything." There's still room for me to grow, and there's grace there.

Alexander

Diversity and Inclusion Analyst

How do your team's ideas influence the company's direction?

In this expanding hybrid world, people conduct millions of transactions on a regular basis, creating more data and processes to manage. So, continuing to offer new solutions, while scaling to the expectations of the modern world, is a challenge we are excited to take on. We are driving new levels of productivity, automation, and innovation.

Pat

Chief Technology Officer

What does career growth look like on your team?

Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

Vanessa

President, ServiceNow.org

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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