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Product Success Engineering Manager

| Kirkland

ServiceNow, The Enterprise IT Cloud Company, is the industry-leading cloud platform provider for building enterprise applications.  We are redefining markets and changing the perception of enterprise software.  Our cloud platform allows enterprise IT to bring together business strategy, application design and operations in a powerfully simple solution.

To sustain our explosive growth, we are looking for drivers—people who thrive on responsibility and live for the next big challenge.  We seek to employ the brightest and most forward-thinking talent on the planet; we're looking for professionals who aren't content with the status quo. People who are more interested in how things could become.  Accelerate your career and succeed in an environment where you can make an impact daily.  We invite you to join in to stand out.

About The Team:

Sitting in the center of our development environment, the ITOM team is building a unique business-level service modeling, management, and mapping solution. Leveraging unique technology that automatically maps business services to the underlying infrastructure, these solutions allows IT to increase service availability, reduce costs, and improve operational performance and efficiency.

The successful candidate is a natural leader who loves to drive strategic customer outcomes through both their own experience and more importantly through the efforts of their highly talented team.  The ideal candidate will have experience building and developing high performing teams with relevant development background.

What you get to do in this role:

  • Mange the ITOM Product Success Ranger Team that drives the overall resolution of highly visible, global and strategic customer situations, ensuring 100% customer satisfaction.

  • Partner with the Sales, and Customer Outcomes Leadership in the appropriate regions to build a highly collaborative and effective team.
  • Recruit Rangers; assign, direct, and evaluate their work; and oversee the development and maintenance of staff competence.
  • Perform administrative functions such as reviewing and writing reports, approving expenditures, enforcing policies and processes..
  • Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues.

  • Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues, often spanning multiple product lines.


  • Manage and drive the overall resolution of highly visible, global and strategic customer situations, ensuring 100% customer satisfaction.

  • Customer oriented R&D (CORD) – collect information from the field based on customer requirements, use cases, wish lists, as well as explore new cutting-edge technologies, and devise their incorporation into the different products.
  • CORD - Develop best practice protocols based on experience collected from customer implementations.
  • Analyze intricate problem scenarios and develop creative solutions to resolve these issues in real time, as well as port back selected solutions into general releases.
  • Make detailed plans to accomplish goals.
  • Establish administrative policies, procedures, and standards.



  • Compelling leader who can effectively coach individually and drive team motivation
  • Strong analytic thinker with demonstrated command of outcome-based success models
  • Effective in customer facing engagements
  • Effective at building senior level executive relationships with key customer stakeholders
  • Track record in building organizations and hiring and training top talent
  • Cloud Platforms understanding (Provisioning, PaaS)
  • Knowledge of IT environments
  • Creative thinker – be able to utilize and leverage existing resources to solve problems.
  • Experience in at least one of the following scripting languages: shell (ksh/zsh/csh/tcsh), PowerShell, VBScript, JavaScript
  • Advanced practical understanding in Windows Domain and Unix System Administration. 
  • Understanding of  domain structures, user permission levels, group policy objects and the execution of SUDO Policies
  • Experience of working with monitoring or discovery tools (ADDM, TADDM, DDMA/UD, etc)
  • Good communications skills, both written and oral
  • Willingness to travel (30-40%)

Additional preferred qualifications

  • ITIL / CMDB implementations (CCMDB, UCMDB, etc.)
  • IT Operations experience in storage, network and compute of enterprise environments
  • Middleware applications (Oracle, WebSphere, etc)
  • Cloud Management Platforms such as AWS, VMware, Azure, etc.



ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or [email protected] for assistance.

Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • AngularJSFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • HBaseDatabases
    • Maria DBDatabases
    • MySQLDatabases
    • OracleDatabases


We’re uniquely located on the edge of Lake Washington at Carillon Point in Kirkland. Minutes away from downtown Seattle, Bellevue, and Redmond.

An Insider's view of ServiceNow

What’s the vibe like in the office?

You make decisions every day that help people. My work makes a big difference, and that’s satisfying.


Senior application developer

What projects are you most excited about?

I wanted to work at a growing company. We're focused, customer-centric, and you can't beat the platform.


Project manager

What are some things you learned at the company?

Our purpose is empowering. The company's putting a lot into the culture, the employees - they're investing in us.


Creative director

What is your vision for the company?

Amazing products that create great employee and customer experiences and make work, work better, is our passion.


Chief product officer

What is your vision for the company?

Taking a long-range view, we've got the spirit of a start-up and the resources to deliver with high quality.


Software engineer

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Volunteer in local community
Through our #GivingAtNow program, our Kirkland offices schedules volunteer opportunities throughout the year.
Eat lunch together
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Work remotely on occasion as needed.
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
ServiceNow offers unlimited paid vacation time starting at Day 1.
Paid Volunteer Time
Our employees receive 20 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses.
Company Outings
Site social activities periodically
Stocked Kitchen
Some Meals Provided
Lunch provided every Friday!
Happy Hours
Steps away from awesome restaurants and bars.
Free parking
Pet Friendly
Professional Development Benefits
Job Training & Conferences
LinkedIn Learning access, numerous internal training programs, conference attendance options.
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Continuing Education stipend
We offer $5000 annualy for continuing education.
Online course subscriptions available
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