This list contains only the countries for which job offers have been published in the selected language (e.g., in the French version, only job offers written in French are displayed, and in the English version, only those in English).
This role is a Senior Technical Program Manager within the ServiceNow Engineering organization, focused on evolving how operators interact with ServiceNow for Incident Management, Request Fulfillment / Service Catalog, and Knowledge Management. The role partners with Service Engineers, service owners, and business leads across CO+I to ensure workflow integrity, data quality, upgrade readiness, and continuous improvement of operational experiences that support the Core Datacenter portfolio.
Job Responsibility:
Own the product strategy and roadmap for Incident Management, Request Fulfillment / Service Catalog, and Change Management within the ServiceNow platform, aligned to operational priorities and platform guardrails
Partner with IT Operations, Service Engineering, and End Users to identify systemic pain points, define requirements, and prioritize capabilities that improve reliability, consistency, and operator experience
Translate operational needs into clear product requirements, including user stories, acceptance criteria, and success metrics, enabling engineering teams to deliver scalable, maintainable solutions
Design and evolve standardized workflows and experiences across teams and domains, reducing fragmentation and ensuring consistent execution of ITSM processes at scale
Leverage automation and AI capabilities within ServiceNow to increase efficiency, reduce manual effort, and support growth without proportional increases in operational load
Measure success through outcomes, including platform stability, reduced operational friction, improved fulfillment and resolution times, and adoption of standardized workflows
Requirements:
Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience
2+ years of experience managing cross-functional and/or cross-team projects
Nice to have:
Several years of handson experience administering and operating the ServiceNow platform in an enterprise environment, including IT Service Management and adjacent modules
Strong expertise with ServiceNow configuration and administration, including workflows, forms, roles, access controls, and data quality management using lowcode or nocode capabilities
Deep hands-on experience with ServiceNow in an enterprise environment, including ITSM, Incident, Request, and Service Catalog capabilities
ServiceNow System Administrator Certified
ServiceNow Performance Analytics (PA) Essentials
ServiceNow Certified Implementation Specialist- IT Service Management