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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 (https://blogs.servicenow.com/category/life-at-now.html) and hear from our employees (https://www.youtube.com/playlist?list=PLtPPHGXv_JpmhypERyQKm5zO2Wd65QinB) 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.

ServiceNow’s Success, Technology, Experience, and Platform (STEP) org is the largest organization in the company, comprised of all Products and Platform teams, along with our world class Customer Success and Experience teams. We are leveraging the unlimited potential of our platform across every industry, geography, solutions, and personas to consistently deliver product and platform experiences our customers love. We are seeking a highly organized and proactive Customer Engagement Technical Implementations Program Manager to join our team. The ideal candidate will be responsible for overseeing the program and operations of high-impact programs for 10+ Early Adopter Validations and pre-sales Lighthouse activities. This is an opportunity to optimize processes for feedback, learnings, and enhancement identified during customer engagements and work to expand our customer engagement tool. The successful candidate is a results-oriented self-starter with strong program management skills, technical expertise, and exceptional communication abilities to ensure successful implementation and customer satisfaction. You will work in a dynamic environment to bring your programs to life and see them through to a successful completion, while cultivating collaboration and driving business outcomes. You will think strategically, while driving tactical execution of large cross organizational programs, from initial conception, through program development, delivery, and transition to operations.

Responsibilities:

• Lead and coordinate Early Adopter Validations and pre-sales Lighthouse activities to highlight our products/services to potential clients. Track and allocate resources effectively to ensure smooth program execution.

• Implement a single-view engagement tracking system to monitor progress and identify areas for improvement.

• Provide support for the leadership team by delivering insightful updates and reports.

• Conduct weekly meetings for the Gen AI program and facilitate 1:1 sessions between relevant stakeholders.

• Provide fortnightly reports to the Platform Product teams and participate in the Product Feedback Forum.

• Deliver monthly reports to Business Units to keep stakeholders informed about program developments.

• Develop and implement processes for capturing feedback, learnings, and enhancements identified during customer engagements.

• Integrate feedback and enhancement processes into a centralized PM customer engagement tool

• Expand the capabilities of the PM customer engagement tool to meet the evolving requirements of the outbound product implementation team and facilitate the deprecation of custom tracking tools

To be successful in this role you have:

• 10+ years of work experience in Program Management  

• Education: Bachelor’s Degree or equivalent required; MBA or other Graduate degree preferred 

• Experience working in a customer facing role or management consulting in a technical capacity

• Familiarity with CRM systems and customer engagement tools

• Project Management Professional (PMP) certification or equivalent

• Proven project/program management experience involving many cross functional teams

• Proven organizational skills with high regard for quality

• Solid collaboration and relationship building skills – able to work well with many different types of personalities in various functions. Masterful in the art of bringing people together

• Excellent communication skills - Ability to communicate, document, and present complex technical issues in concise and efficient manner for variety of audiences

• Experienced and confident in creating slides and presenting to executives

• Must possess effective listening skills and comfortable asking powerful questions

• Passion for working with people in technical environments

• Solid leadership skills to influence and motivate without authority. True servant leader

• Solid facilitation skills to lead/drive variety of program events

• Excellent negotiation and conflict management skil

JV20

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 (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) 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 talent.acquisition@servicenow.com 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 (https://www.servicenow.com/fraudulent-job-scams.html) 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 (https://www.servicenow.com/careers.html) .

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