Team & Role
At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products. We are Customer Support advocates who are responsible for leading the successful execution and delivery of flexible and holistic programs and processes to enable delightful product experiences. Customer Support Program Managers are creative problem solvers and team leaders by nature, dedicated to building impactful relationships, improving team cohesion and creating efficiencies in the support process.
Learn more about our team here
https://www.linkedin.com/company/servicenow/life/userexperience/
What you get to do in this role:
- As a technical program manager, for Customer Support taxonomy you will be responsible for defining and developing a comprehensive taxonomy strategy for Customer Support that aligns with our case management, knowledge management, and customer experience strategies.
- Work closely with business partners in Customer Support and partner organizations to ensure the support taxonomy meets their needs and is aligned with other corporate taxonomies
- Document taxonomy structures, including definitions, rules, and guidelines.
- Lead the implementation of support taxonomies in partnership with our development organizations
- Train the Customer Support organization on the purpose and use of the taxonomies.
- Drive and measure adoption of proper use of support taxonomy
- Develop and oversee maintenance and governance processes to ensure taxonomies remain updated and compliant
- You’ll identify problems others missed, make reasoned decisions with imperfect or ambiguous information, and be proactive in identifying the best path forward
- Advocate and champion design thinking and methodologies throughout the product and process development lifecycle.
- Work on new, complex, high-priority initiatives while remaining flexible and meeting tight deadlines
- Use metrics and analytics as both an analysis tool and to establish key performance indicators and measures of success
- Stay abreast of industry trends and best practices to continually refine and improve taxonomy strategies
- Understand our product and get certified in ServiceNow Administration Fundamentals within six months
Required Qualifications:
- 10+ years of project/program management experience in mid/large size companies, ideally on a support / service operations team
- 8+ experience working with taxonomies preferably related to enterprise technology
- Leads (or significantly contributes to) large, cross-functional initiatives – and creates successful outcomes
- Acts as a change ambassador by promoting and communicating new ideas to propel innovative and scalable solutions across our organization.
- Communicates with candor and empathy while sharing learnings from individual and team experiences to drive continual improvement for self and others
Preferred Qualifications
- BA/BS degree or higher in Business Management, Computer Information Systems (CIS), Management Information Systems (MIS), Operations and Information Management (OIM) or other equivalent combination of education and experience.
- Experience working on and managing large projects or programs with cross-functional teams.
- Deliver solutions and strategies while mitigating or removing obstacles.
- Experience utilizing software to keep projects organized, track metrics, and report on progress.
- Experience in related roles such as business analysis, process design, analytics, and enterprise customer service / support
- PMP, Agile and/or Six Sigma certifications are highly desired
- Demonstrated ability to drive programs to measurable operational efficiency and effectiveness KPIs
- Prior experience with implementing or supporting ServiceNow products in an Enterprise setting is a plus
JV20
#SupportOps
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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