Advertisement

Senior Portfolio Manager, IT Service Management

| Remote
Sorry, this job was removed at 4:23 a.m. (PST) on Tuesday, August 24, 2021
Find out who’s hiring remotely
See all Remote jobs
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

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

The Customer & Partner Leading Practices team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer & Partner Leading Practices team, your work will help our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers realize maximum business value from their investment in the ServiceNow platform.

Responsibilities
The Senior Portfolio Manager, IT Service Management is a key position within the Customer & Partner organization, responsible for thought innovation, creative thinking around delivering leading practice prescriptive guidance and service offerings in order to support successful deployments of ServiceNow technology by Customer Outcomes, Partner Network and Customers.

This requires a highly focused and structured individual with vision who can instigate and drive change.

What You Get To Do In This Role
 

  • Responsible for the creation, deployment and maintenance of ServiceNow IT Service Management leading practices assets and service offerings including process documents, workshop materials, stories, use cases, etc. You are expected to demonstrate being a personal thought leader in this space.
  • Identify areas of deployment process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risks 
  • Develop a network of relationships, and collaborate closely, with colleagues across geographies and product lines to ensure consistency of assets 
  • Liaise with the Product Line Business Unit to ensure leading practice collaboration and alignment, product roadmap input, and overall partnership is in place 
  • Understand future product release roadmap and its impact to field delivery approach and services offered 
  • Ability to assess the impact of an upcoming release to existing delivery assets as well as identify the need for new assets to be created, taking into account industry trends and customer needs 
  • Enable delivery teams and Partner Managers on new and updated assets 
  • Provide feedback into the Business Unit for continual improvement of product capabilities, features and interoperability in consideration of customer needs and requirements 
  • Assist in strategic customer meetings providing deep subject matter expertise.

Qualifications

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

  • Proven experience in defining and deploying 'to be' best practice IT Service Management processes and in identifying solutions from a people, process and technology perspective
  • Mandatory in depth knowledge of ITSM (ITIL) Processes with tooling configuration experience strongly beneficial.
  • Experience in machine learning, RPA, AI chatbots and their application to ITSM essential.
  • Experienced with problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations and team leadership
  • Extensive experience driving large scale, complex global change initiatives and programs to a successful implementation.
  • Understand the bigger picture. Its fine being technical but you have to understand the business implications of your decisions. E.g. explain the value of what needs to happen to a VP/CIO
  • Minimum of 5+ years experience with leading toolsets such as ServiceNow, HP Service Desk, HP Service Manager, CA Service Desk, IBM TSRM/CCMDB and Remedy ARS
  • Minimum of 5+ years of Professional Services experience, ideally within a leading consultancy company engaging with executive stakeholders, Architects and extended program teams
  • Experience in IT Operations environment & CMDB a bonus.
  • Experience with AI/ML technologies and their application to IT Service Management a bonus
  • Work with diverse group of people to drive to a common business outcome. We have to play the role of mediator / facilitator etc between product, sales, expert services etc
  • Ability to learn technology quickly through instruction and self-training
  • Ability to work in an international, fast-growing environment
  • Ability to travel up to 10% of the time


JV20

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.

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 +1 (408) 501-8550, or [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.


Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

4400 Carillon Point, Floor 4, Kirkland, WA 98033

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I am a working mom, and I appreciate the privilege of being able to work from home when I need to adjust my hours. I could be offline for two hours in the middle of the day because there's a school event for my kids. To be able to do so without the pressure of, "Oh my goodness! Now it's going to make me look bad," I don't take that for granted.

Kurdin

Manager, Strategy & Operations

What does your typical day look like?

I work in global cloud services and constantly collaborate with people–every day is different. I could be working on product design, collaborating with folks in other organizations, driving decisions, assessing technology, and talking with customers.

Bill

Distinguished Systems Architect

What does career growth look like on your team?

Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

Vanessa

President, ServiceNow.org

How do your team's ideas influence the company's direction?

In this expanding hybrid world, people conduct millions of transactions on a regular basis, creating more data and processes to manage. So, continuing to offer new solutions, while scaling to the expectations of the modern world, is a challenge we are excited to take on. We are driving new levels of productivity, automation, and innovation.

Pat

Chief Technology Officer

What are some things you learned at the company?

Sometimes, we feel a little self-conscious. We may feel intimated or too shy to share our points of view. But in order to make an impact, we need to be able to trust our voice.

Ying

Director, Product Design

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.

Culture
Volunteer in local community
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

More Jobs at ServiceNow

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about ServiceNowFind similar jobs like this