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Sr. Technical Program Manager, Servicenow

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Microsoft Corporation

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Location:
United States , Redmond

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

119800.00 - 234700.00 USD / Year
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Job Description:

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
  • Proficiency with ServiceNow Performance Analytics

Additional Information:

Job Posted:
March 21, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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