Staff Technical Program Manager

| Remote
Employer Provided Salary: 142,700-249,800 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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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
The Technical Program Manager is part of a global team reporting to the Senior Manager, Supportability and Release Readiness. The role is critical to support organizational growth and continue to deliver world class support to our customers.
We are a team of critical thinkers who take a data driven approach to continuous improvement. The supportability team relentlessly pursues KPI improvement for support by working cross functionally with various departments to identify, program manage, and report on various improvements being made within the ServiceNow portfolio of products.
What you get to do in this role:
• The Supportability Program Manager will manage and drive to deliver on the following broad level objectives and responsibilities:
• Identify opportunities to better the customer experience with the product and therefore deflect cases coming into support
• Identify opportunities to reduce support effort to resolve incoming cases
• Identify opportunities for tools that help Support Delivery resolve cases faster
• Analyze Support Case data for knowledge/documentation gaps, training opportunities, and product improvement requirements
• Perform data analysis, use case analysis and business process mapping in order to identify and quantify inefficiencies which can be improved through automation, for cross functional business entities
• Submit Supportability requirements to Product Management and track those requirements
• Submit Knowledge and documentation updates and track through completion
• Create business cases and drive projects
• Generate regular supportability dashboards and reports
• Engage with Product Management and Engineering to determine product improvements areas for future releases
• Partner with Engineering and Support Delivery to improve product fix best practices and improve fix quality
• Partner with Engineering and Support Delivery to improve defection of support cases via improvement of the Known Error Articles on Known issues
• Drive Continuous Improvement initiatives that target our customers' ability to identify known issues
• Support the Knowledge Management and Quality team on top case driver mitigations.
• Provide monthly product analysis and guidance reports to Support Delivery Management
• Drive Training approval with Support Management teams (schedules, content, participant list)
• Deliver quarterly release roadmap reviews to cross-functional audiences
• Connect functional and technical requirements to business requirements
• Develop operational concepts and requirement specifications
• Build relationships across the organization to gain buy-in and move initiatives forward.
• Balance multiple priorities and deadlines
• Develops procedures, cost effective solutions, and specifications to resolve and meet business requirements
• Perform other duties and projects as assigned
• Liaise with Support Delivery teams to propose and drive in-product Supportability items that facilitate prevention of customer cases and if cases should occur, aid in faster resolutions
• Assess impacts of product/functionality changes, to existing customers and Support, and work with Engineering, Product Owners and Cross Functional teams to address in advance of new release(s)
• Work with the global support delivery leaders to ensure that the application is being supported well - CSAT, Backlog, headcount, knowledge training gaps, includes facilitating and leading initiatives to improve the customer experience
• Be the point of contact from support with engineering and product operations for the said applications and products
• Represent Technical Support in the development and release process of new family versions, which include providing feedback on architecture design and operability of product features.
Preferred Qualifications
• At least 5-7 years of experience in Customer Support in a high-tech industry, preferably SaaS environments
• At least 6 years of support services experience, including Technical Support operations and Release Management in a high-tech industry, preferably SaaS environments (ServiceNow, Salesforce, Workday, etc.)
• Demonstrated proficiency with Database technologies (MySQL, PostgreSQL) and programming/scripting (JavaScript, React, HTML, CSS)
Previous ServiceNow experience preferred
• Exposure and working knowledge of Enterprise Customer Support environments using best practices such as ITIL. Experience on Service products, preferable ServiceNow like ITSM, ITBM, ITOM, etc.
• Excellent leadership skills with the ability to work independently and collaborative with cross functional organizations within ServiceNow
• Collaborate across multiple teams and functions. As such, demonstrated ability to work effectively with his/her peer group and leading by influence is an absolute must.
• Excellent interpersonal, written, and oral communication skills, demonstrated by the ability to: listen to and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with, and facilitate groups.
• Outstanding presentation skills and ability to demonstrate value to stakeholders at various functional levels
• Proven ability to maintain a professional demeanor when handling complex user issues and implement/manage governance process to cater to the needs of customers and eco-system partners
• Dynamic, energetic, motivated, positive outlook with the ability to multi-task and prioritize responsibilities with passion
• Have both a deep understanding of and a knack for coordinating the many moving parts essential to achieving success
• Ability to analyze metrics and provide actionable solutions/recommendations
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
  • Expert level proficiency 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

For positions in California (outside of the Bay Area), we offer a base pay of $142,700 - $249,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.
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.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
If you 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 [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.
Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .
From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license.
Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.

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Technology we use

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


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.


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.


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.


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.


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.



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.

Volunteer in local community
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
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
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation + Time Off
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
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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