ServiceNow Technical Program Manager

Role: ServiceNow Technical Program Manager

Location: NYC, NY - Remote

Mandatory Skills: Service now experience...

The Technical Program Manager, ServiceNow, will be responsible for defining, planning, and executing strategic, cross-functional programs on the ServiceNow platform (e.g.,CMDB, SPM & GRC, ITSM, ITOM, CSM, HRSD, SecOps implementations, or platform upgrades). This role requires a blend of technical expertise, deep knowledge of the ServiceNow ecosystem, and exceptional program management, communication, and leadership skills to drive business value and transform digital workflows.

ServiceNow Platform Expertise:

Act as a Subject Matter Expert (SME) on the ServiceNow platform and its applications (e.g., ITSM, CSM, HRSD), understanding technical feasibility and platform best practices.

Partner with ServiceNow Architects to validate solution designs, ensuring they are scalable, maintainable, and adhere to industry standards and the Now Create methodology.

Advocate for continuous improvement in ServiceNow delivery processes and platform utilization.

Key Responsibilities

Program Strategy & Planning:

Define program scope, objectives, and success criteria in collaboration with business and IT leadership.

Develop and manage comprehensive program plans, roadmaps, and timelines for multiple, simultaneous, and interdependent ServiceNow projects.

Ensure all projects within the program align with the overarching enterprise technology strategy and business priorities.

Execution and Delivery:

Lead and manage the entire program lifecycle from initiation through deployment and post-go-live transition.

Coordinate efforts across cross-functional teams, including engineering, product, architecture, business process owners, and external vendors.

Drive adherence to the Software Development Lifecycle (SDLC) and Agile methodologies (Scrum/Kanban) in the context of ServiceNow development and configuration.

Manage inter-program and inter-project dependencies, ensuring seamless integration and release management across the platform.

Risk, Issue, and Change Management:

Proactively identify, assess, and mitigate technical, operational, and organizational risks across the program.

Define and implement an effective program governance model, including regular steering committee meetings and change control processes.

Resolve high-impact program impediments and technical roadblocks that affect timely delivery.

Stakeholder Communication & Reporting:

Serve as the primary communication bridge, providing transparent, clear, and concise updates on program status, health, and financials to executive stakeholders and technical teams.

Create and maintain program documentation artifacts, including charters, RACI matrices, risk registers, and status reports.

Drive operational readiness, including knowledge transfer, support documentation, and coordination with production support teams (L3/L4).