Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role:

ServiceNow’s Success, Technology, Experience, and Platform (STEP) org is the largest organization in the company, comprised of all Product 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, solution, and persona to consistently deliver product and platform experiences our customers love.

We are seeking a highly organized and proactive Sr. Staff Technical Program Manager to join the STEP Strategic Program Management team in Costa Rica. The ideal candidate will be responsible for supporting and driving various strategic programs. This is an opportunity to contribute to and drive innovative work across the enterprise. 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 successful completion while cultivating collaboration and driving business outcomes. You will think strategically, while driving the tactical execution of large cross-organizational programs, from initial conception, through program development, delivery, and transition to operations.

Key Responsibilities

The responsibilities include working with internal stakeholders such as Product, Engineering, Design, Go-to-Market, and Customer Success to establish plans, deliverables, and success criteria for strategic programs. This involves identifying, assessing, prioritizing, and mitigating risks to ensure program goals are met. You will organize complex and ambiguous problems into prioritized milestones, deliverables, risks, dependencies, and success criteria. Additionally, you will translate business goals into both tactical and strategic execution strategies, guiding and executing these strategies through strong collaboration and influence. Hosting executive-level meetings and large cross-functional events is also a key aspect of the role. You will be responsible for executing change management initiatives to ensure successful cross-organizational adoption of new processes, and delivering biweekly reports to Business Units to keep stakeholders informed on program developments. Furthermore, you will build the required processes, templates, and training artifacts, as well as study trends and data to provide actionable insights to management.

Qualifications

Basic Qualifications:

• 10+ years or more of work experience in Program Management
• Strong understanding of technical concepts and the ability to communicate effectively with technical and non-technical stakeholders.
• Excellent organizational skills with the ability to manage multiple priorities and deadlines.
• Exceptional communication skills, both written and verbal, with the ability to present complex information clearly and concisely.
• Results-Oriented. Focuses on outcomes and accomplishments and thinks in terms of progress towards the big goal.
• Action-focused. Works quickly and effectively to deliver high-quality work within condensed timelines
• Process-driven. Creates and employs repeatable processes to complete tasks more efficiently
• Critical thinker. Stays two steps ahead and embraces ‘out of the box’ thinking to solve problems

Preferred Qualifications:

• Experience working with Gen AI
• Experience working in a customer-facing role or management consulting preferably in a technical capacity.
• Proven experience in program management, preferably in technical implementations.
• Project Management Professional (PMP) certification or equivalent.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

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

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