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

Principal Technical Program Manager at ServiceNow

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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
What you get to do in this role:
As a Principal Technical Program Manager, you will work with engineering and product teams to deliver world class products and applications. You'll play an integral role in ensuring new products and underlying technologies are not only delivered on time, but exemplify the top-notch quality our customers demand. Our teams span the globe and require program managers to keep the big picture in focus. It will be your responsibility to orchestrate and navigate the product delivery lifecycle, reducing friction, and ensure consistent communications amongst the teams.
Key Activities include
  • Creating frameworks, coordinating & facilitating technically orientated nascent programs
  • Developing, Tracking & Communicating the overall plan; definition and agreement on scope, success criteria, schedule, key milestones, deliverables, risks, dependencies
  • Develop metrics and data models to drive recommendations that accelerate decisions
  • Coordinate a regular cadence across the divisional and functional leaders with operational metrics needed for weekly/monthly/quarterly meetings with senior leadership.
  • Closed Loop management of Customer Programs such as Design Partner & Early Availability Programs

Ongoing Activities include
  • Drive initiatives for improvements in IT Workflow Products release processes, and technical enablement, to meet our business objectives.
  • Developing required documentation such as process design documents, workshop agenda & presentations, stories, use cases, roles/responsibilities
  • Communicate and collaborate among cross-functional teams in a multinational environment for recommendations and assisting teams with resolving critical path technical issues and challenges
  • Proactively identify and address issues with internal business units and engineering teams.
  • Analyze processes and outcomes to identify root causes & drive opportunities for improvement
  • Lead by example, as a thought leader and subject matter expert in agile methods and agile product delivery.
  • Demonstrate visible leadership through internal presentations, improving transparency, and radiating information.
  • Establish, collect, and enable the reporting of key quality and product delivery process metrics to executives, organizational leaders and teams.

You are a key team player and driving force for the above.
  • You have exemplary technical program management skills; this is in terms of process and documentation, keeping two steps ahead of the plan (foreseeing issues, risks, dependencies); leading and facilitating meetings; crisp verbal & written communication skills with ability to negotiate/influence and work cross-functionally.
  • You are passionate about the customer experience and service availability; uncompromising in delivery of high quality, scalable and sustainable solutions.
  • You are also a critical thinker, embracing 'out of the box' thinking to solve problems.
  • You lead by example; develop and share best practices across the team.
  • You understand work can be fun and strive to create an environment that promotes team collaboration & pride in working towards a common goal. We like to have fun while we work, and you should too.

To be successful in this role you have:
  • 12+ years technical project/program management experience building programs, project management, and release schedules on a global scale with 7+ years of that dedicated to running large engineering programs; basic knowledge of cloud infrastructure.
  • Extensive experience driving large scale, complex global change initiatives and programs to a successful implementation.
  • Experience designing and building metrics, KPIs, and dashboards.
  • Solid experience in requirements gathering, including experience in creating process documentation
  • Experienced with problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations and team leadership
  • Results-Oriented, focusing on outcomes and accomplishments and thinking in terms of progress towards the big goal.
  • Ability to operate in a fast-paced, matrixed environment.
  • Excellent facilitation skills in leading planning meetings, reviews, and retrospectives, including the ability to concisely and accurately communicate to both engineers and senior management.
  • Proven track record of using agile techniques to manage large scale and complex projects.
  • Ability to efficiently context switch amongst multiple projects.
  • Ability and desire to travel to ServiceNow locations worldwide.

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 .
Work personas
Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.
Required in Office
A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.
A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.
A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.
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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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