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Technical Program Manager

2 months ago

San Diego California, United States ServiceNow Full time
Job Description

Job Summary

The Technical Program Manager - Supportability will play a critical role in driving organizational growth and delivering world-class support to our customers. As a key member of the global support team, you will work closely with cross-functional departments to identify, program manage, and report on various improvements being made within the ServiceNow portfolio of products.

Key Responsibilities

  • Identify opportunities to enhance the customer experience and reduce support cases
  • Analyze support case data to identify knowledge gaps, training opportunities, and product improvement requirements
  • Perform data analysis, use case analysis, and business process mapping to identify inefficiencies and opportunities for automation
  • Submit supportability requirements to Product Management and track progress
  • Develop business cases and drive projects to improve support efficiency and customer satisfaction
  • Generate regular supportability dashboards and reports to inform business decisions
  • Engage with Product Management and Engineering to determine product improvement areas for future releases
  • Partner with Engineering and Support Delivery to improve product fix best practices and quality
  • Provide monthly product analysis and guidance reports to Support Delivery Management
  • Drive training approval and 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
  • Develop procedures, cost-effective solutions, and specifications to resolve and meet business requirements

Requirements

  • Strong analytical and problem-solving skills
  • Ability to work in a fast-paced environment and prioritize multiple tasks
  • Excellent communication and interpersonal skills
  • Experience in technical program management or a related field
  • Knowledge of ServiceNow products and services

What We Offer

At ServiceNow, we offer a dynamic and supportive work environment, competitive compensation and benefits, and opportunities for professional growth and development.