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

We are seeking a Technical Program Manager (TPM) with deep experience in end-to-end program management and proven ability to orchestrate complex roadmaps across business and technology teams. This role requires expertise in Adobe Experience Manager (AEM) 6.5 Sites and Assets and the ability to bridge the gap between business stakeholders and technical delivery teams.

The ideal candidate thrives in stakeholder-facing roles, especially with non-technical users in large organizations, and can translate business language into clear technical requirements (and vice versa).

Key Responsibilities

• Program Leadership
  • Lead AEM 6.5 implementation and enhancement projects from requirements gathering through production rollout.
  • Orchestrate the program roadmap, ensuring milestones, dependencies, and deliverables are met.
  • Drive end-to-end program delivery, ensuring quality, predictability, and business alignment.
• Stakeholder Engagement & Translation
  • Act as the primary interface with business stakeholders, including EPMs, TPMs, BAs, Product Owners, Content Authors, and Marketers.
  • Translate business requirements into actionable AEM technical specifications and collaborate with developers to deliver solutions.
  • Provide daily support to non-technical users, triaging issues, resolving authoring questions, and guiding content teams.
• Training, Documentation, & Enablement
  • Create and maintain training materials, structured documentation, and authoring guides.
  • Deliver engaging 1:1 and group training sessions to onboard new users and reinforce AEM content practices.
  • Build and maintain a knowledge base for consistent user experience across the enterprise.
• Agile Program Delivery
  • Facilitate Agile ceremonies: sprint planning, backlog grooming, daily standups, and retrospectives.
  • Own project delivery timelines and ensure machine-like predictability in execution.
  • Track progress with ServiceNow dashboards to provide transparency on program health.
• Governance & Best Practices
  • Ensure proper configuration and governance of AEM components, templates, workflows, permissions, metadata, and tagging structures.
  • Drive process improvements and promote best practices across AEM and program management disciplines.
  • Manage risks, dependencies, and escalations across cross-functional teams.
  • Help coordinate releases, navigate release requirements, and ensure seamless rollouts.

Qualifications

• Proven track record in technical end-to-end program management with successful delivery of large-scale IT or digital programs.
• Strong expertise in AEM 6.5 Sites and Assets, including authoring interfaces, workflows, templates, tagging, and permissions.
• Exceptional ability to translate business needs into technical requirements and communicate technical concepts in plain language.
• Stakeholder-facing experience with non-technical business teams in large organizations.
• Excellent communication, presentation, and training skills.
• Solid knowledge of Agile delivery practices and tools.
• Experience with ServiceNow dashboards and reporting a plus.
• Strong organizational and critical thinking skills with the ability to manage ambiguity.
• Demonstrated ability to coordinate releases, manage dependencies, and ensure adherence to quality standards.
• 10+ years in engineering program management with a proven track record of leading complex programs.
• A solid understanding of SDLC and release management practices in cloud-based SaaS product organizations.
• SAFe Agilist or SAFe RTE certifications.

Preferred Qualifications

• Experience with Adobe Experience Manager upgrades and migrations.
• Background in enterprise-scale digital programs (marketing technology, CMS, or content platforms).
• Familiarity with governance frameworks, structured documentation, and knowledge management systems.
• PMI- ACP or SAFe SPC or Advanced SPC certifications.

For positions in this location, we offer a base pay of $162,600 - $284,600, 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.