Senior Staff Technical Program Manager
| Company | ServiceNow |
|---|---|
| Location | Orlando, FL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
- Experience using software to track program progress and track metrics.
- Deep intellectual curiosity about the effect of AI and technology on Support organizations.
- Confidence presenting to executives and end users, with inherent awareness to craft your message to different audiences.
- Ability to manage by influence across internal departments and technical teams.
- Fundamental desire to collaborate, innovate and showcase the team’s work over your own.
- Blend of technology and AI experience with business acumen.
- A desire to continually increase professional skills, including certifications and/or training in PMP, Agile, Emotional Intelligence, and Executive Communication.
Responsibilities
- Own new, complex, high-priority internal programs that cross time zones, organizational levels, and internal departments.
- Design program roadmaps to achieve the intended business outcomes.
- Use metrics and analytics to establish key performance indicators and measures of success.
- Identify risks affecting program success, and clearly communicate mitigation plans.
- Improve operational excellence by contributing to continuous improvement initiatives for the PMO team.
- Communicate with candor and empathy, tailoring your messages to your audience.
- Summarize complex technical programs and OKR progress to senior executives.
Preferred Qualifications
- 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.
- Demonstrated ability to drive programs to measurable operational efficiency and effectiveness KPIs.
- 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.
- PMP, Agile and/or Six Sigma certifications are highly desired.
- Expertise designing streamlined presentation decks combined with the ability to present with confidence and write without errors.
- Experience or understanding of ServiceNow’s products and the Now Platform®, and a commitment to become certified in ServiceNow Administration Fundamentals.
- Leads (or significantly contributes to) large, cross-functional initiatives – and creates successful outcomes.
- Translate business objectives in support of AI use cases and project requirements.
- Ability to assess technical feasibility of AI initiatives.
- Acts as a change ambassador by promoting and communicating new ideas to propel innovative and scalable solutions across our organization.
- Prior experience with implementing or supporting ServiceNow products in an Enterprise setting is a plus.