Program Manager

1 week ago

San Diego, California, United States ServiceNow Full time
Job Summary

The Technical Program Manager is responsible for overseeing the delivery of broad-level objectives and responsibilities, including identifying opportunities to enhance the customer experience, reduce support effort, and analyze support case data.

Key Responsibilities:
  • Identify opportunities to improve the customer experience with the product and deflect cases coming into support
  • Identify opportunities to reduce support effort to resolve incoming cases
  • Identify opportunities for tools that help Support Delivery resolve cases faster
  • Analyze Support Case data for knowledge/documentation gaps, training opportunities, and product improvement requirements
  • Perform data analysis, use case analysis, and business process mapping to identify and quantify inefficiencies
  • Submit Supportability requirements to Product Management and track those requirements
  • Submit Knowledge and documentation updates and track through completion
  • Create business cases and drive projects
  • Generate regular supportability dashboards and reports
  • Engage with Product Management and Engineering to determine product improvements areas for future releases
  • Partner with Engineering and Support Delivery to improve product fix best practices and improve fix quality
  • Provide monthly product analysis and guidance reports to Support Delivery Management
  • Drive Training approval with Support Management teams
  • 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
Requirements:
  • Bachelor's degree or higher in Business Administration, Computer Information Systems, Management Information Systems, or other equivalent combination of education and experience
  • 8+ years of project/program management experience in mid/large size companies
  • At least 6 years of Customer Support in a high-tech industry, preferably SaaS environments
  • Experience utilizing software to keep projects organized, track metrics, and report on progress
Preferred Qualifications:
  • Previous experience with ServiceNow
  • Exposure and working knowledge of Enterprise Customer Support environments using best practices such as ITIL
  • Excellent leadership skills with the ability to work independently and collaboratively with cross-functional organizations
  • Excellent interpersonal, written, and oral communication skills
  • Outstanding presentation skills and ability to demonstrate value to stakeholders
  • Proven ability to maintain a professional demeanor when handling complex user issues
  • Dynamic, energetic, motivated, positive outlook with the ability to multi-task and prioritize responsibilities
  • Ability to analyze metrics and provide actionable solutions/recommendations
  • Experience working on and managing large projects or programs with cross-functional teams
What We Offer:
  • Competitive base pay and variable/incentive compensation
  • 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
  • Opportunities for professional growth and development
  • A dynamic and inclusive work environment
About ServiceNow:

ServiceNow is a global leader in digital workflow software, providing a platform for organizations to automate and streamline their operations. We are committed to creating a workplace that is inclusive, diverse, and supportive of our employees' growth and well-being.

Equal Opportunity Employer:

ServiceNow is an equal opportunity employer and welcomes candidates from diverse backgrounds. We are committed to creating an inclusive and accessible work environment for all employees.

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