We deliver digital workflows that create great experiences and unlock productivity.

Principal Portfolio Manager – Banking, Insurance and Financial Services, C&P Leading Practices at ServiceNow (Remote)

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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

The Team

As we become the defining enterprise software company of the 21st century, we believe the success our customers realize with our product will drive long-term growth and mutual benefit. The Customer and Partner (C&P) organization at ServiceNow works with our customers to help them achieve their desired business outcomes. We aim to support our customer in driving adoption, satisfaction, and maximum value from their investment in ServiceNow. One way we accomplish this is by providing prescriptive guidance that enables our customers to leverage the full potential of the Now Platform and its Industry solutions.

Within C&P, our team defines, captures, and operationalizes this prescriptive guidance in leading practices that support Customer Outcomes, our Partner Ecosystem, and our Customers.


The Principal Portfolio Manager is a key position within the Customer and Partner organization responsible for setting the standard for leading practices. Specifically, you will produce leading practices that ensures our customers are successful with our Financial Services products on the Now Platform. Through innovation, creative thinking, and the delivery of leading practice assets, you will be a driving factor in the Go To Market strategy for the Industry Solutions supporting Financial Services. 

This requires a highly focused and structured individual with vision who can instigate and drive change across the organization and ServiceNow ecosystem.

What You Get To Do In This Role

  • You are responsible for the creation, deployment and maintenance of ServiceNow Industry leading practice assets in the area of financial services. This includes assets in support of our Customer Outcomes team and partner ecosystem (for example, process workshop concepts, workshop materials, use cases, and implementation starter kits for products supporting Payments, Credit Cards, Loans, Treasury and Client Lifecycle Operations along with Complaint Management) as well as content that addresses key customer questions within Financial Services.
  • Identify and quantify demand from our Customers within the realm of Financial Services to build an effective leading practices roadmap and asset portfolio.
  • Engage in strategic internal process improvement initiatives to enhance the efficiency and effectiveness of our portfolio management processes.
  • Develop a network of relationships and collaborate closely with colleagues across geographies and product lines to ensure consistency across our content. 
  • Collaborate and liaise extensively with the other organizational functions, such as Sales, Product, Training, and others ensure a consistent customer journey.
  • Liaise with product line teams to ensure the product vision is translated into leading practices that align with the portfolio strategy that you own. 
  • Enable delivery teams, services sales teams, and partner managers on new and updated leading practices and service offerings.
  • Keep track of ongoing ServiceNow engagements to review the effectiveness of the leading practice assets and service offerings.
  • Assist in strategic customer meetings, providing deep subject matter expertise.
  • Provide feedback to business unit and product line teams for continual improvement of product capabilities, features and interoperability that support customer needs and requirements. 


In order to be successful in this role, we need someone who has:

  •  At least 5 years of experience in operations in a Financial Services Institution, preferably in Payment, Credit Card, Loan, Treasury and/or Client Lifecycle Operations.
  • Strong knowledge of the major vendors for Core Banking Systems.
  • Strong domain expertise of Banking standards (i.e. BIAN etc.), concepts, processes, and terminology.
  • Proficiency with, and understanding of, most features available on the Now Platform and how they relate to our Financial Services Solutions.
  • A track record of building knowledge for or selling into Service Operations in the Financial Services space
  • Capable of understanding and defining the bigger picture. This role requires continuous translation between technical capabilities and business outcomes Strong negotiation skills to represent the Customer and Partner perspective and drive to consistent business outcomes across diverse stakeholders within the company.
  • Highly data-driven with commitment to drive customer engagement towards business outcomes and value realization
  • Experience in a Professional Services environment engaging with executive stakeholders, architects, and extended program teams.
  • Proficiency in translating technical implementation aspects into visual and written content.
  • Self-starter and disciplined
  • Excellent people and management skills to interact with staff, colleagues, cross-functional teams, and third parties
  • Ability to learn technology quickly, through instruction and self-training
  • Ability to be flexible to work in an international, fast-growing environment
  • Ability to travel up to 10% of the time

Work Environment
We are a dynamic and rapidly growing software company with a strong sense of dedication to our customers. We work hard but try not to take ourselves too seriously. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented people in the business. We provide competitive compensation, generous benefits, and a professional, yet relaxed atmosphere.

Additional Information

ServiceNow is an Equal Employment 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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more. 

If you 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 [email protected] for assistance.

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

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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Where we are

We’re on the edge of Lake Washington at Carillon Point in Kirkland. Right now, we're physically distanced but trying to stay socially connected!

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.
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
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
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Work remotely on occasion as needed.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
ServiceNow offers unlimited paid vacation time starting at Day 1.
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
Game Room
Stocked Kitchen
Happy Hours
Steps away from awesome restaurants and bars.
Free parking
Pet Friendly
Professional Development Benefits
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

An Insider's view of ServiceNow

What’s the vibe like in the office?

This is an idea space. It’s a place where we’re all operating on the same wavelength. We’re all interested in what we’re working on, right? And you hear it in people’s voices. You see it in people’s work.


Software Developer

What does your typical day look like?

There’s never a day where I don’t feel like I’m doing something purposeful or valuable to my team or company.


Business Systems Analyst

How does the company support your career growth?

It’s a good place to be in, in that it’s a company that’s growing very fast, but it doesn’t have that big company feel. You don’t feel like a number in a system and you can articulate and know where you want to go. There are people here who can help you get there.


Account Executive

What’s the vibe like in the office?

ServiceNow is unique because the people in this company are so incredibly special and unique. I can't think of enough kind words and amazing words to say about them. They really are my family.


Senior Manager, Global Sales Development

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