Principal Portfolio Manager - Customer Workflows at ServiceNow

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The Company

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Outcomes team, you will work with 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.

Role

Responsibilities

The Principal Portfolio Manager, CO Offerings , Customer Workflows is a key position within the Customer Outcomes organization,  responsible for thought innovation, creative thinking around delivering leading practice assets and service offerings in order to support successful deployments of ServiceNow technology by Customer Outcomes, Partner Network and Customers.

To succeed the person needs to be highly collaborative and innovative whilst ensuring consistent experiences for our customers across all product lines. The person is also responsible for building strong relationships with the corresponding Business Unit and Partner Manager.

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 Customer Workflow leading practices assets and service offerings including process documents, workshop materials, stories, use cases, etc. 
  • 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 existingdelivery assets as well as identify the need for new assets to be createdtaking 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.

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

  • Extensive experience designing and implementing Customer Workflow (CSM & FSM) solutions on the ServiceNow platform
  • Proven experience in defining and deploying 'to be' leading practice CSM processes and in identifying solutions from a people, process and technology perspective
  • Proven background in business analysis, requirements gathering and solution design abilities
  • Self-starter, with a high degree of initiative with the ability to work independently, and in a team environment
  • Solid project management skills - the ability to meet or exceed deadlines and timelines, balance multiple priorities, and work under pressure are all necessary
  • Excellent communication skills (both written and verbal) with strong presentation and facilitation skills
  • Demonstrated ability to influence and consult (providing options with pros, cons and risks)
  • Experience in a Professional Services environment engaging with executive stakeholders, Architects and extended program teams
  • Application design, development and governance experience using the ServiceNow platform
  • Understanding of basic UX concepts and the UI components of the ServiceNow platform.
  • 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

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 developers in the business. We provide competitive compensation, generous benefits, and a professional, yet relaxed atmosphere.

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 [email protected] for assistance.

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Technology we use

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

Location

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!

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.

Medha

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.

Olum

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.

Marina

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.

CJ

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.

Preetam

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.

Culture
Volunteer in local community
Through our #GivingAtNow program, our Kirkland offices schedules volunteer opportunities throughout the year.
Partners with Nonprofits
Eat lunch together
Intracompany committees
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
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 Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
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
Flexible Work Schedule
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
On-site!
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.
Parking
Free parking
Pet Friendly
Relocation Assistance
Home Office Stipend for Remote Employees
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
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $5000 annualy for continuing education.
Online course subscriptions available
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