Work matters. Its where we spend a third of our lives. And the workplace of the future is going to be a great place. Were dedicated to bringing that to life for people everywhere. Thats why we put people at the heart of everything we do.
People matter. Our people have a passion for learning, building, and innovating. Whether youre 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 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.
The ITBM Services Portfolio Manager is a key position within the Customer Outcomes organization, responsible as the subject matter expert developing ITBM ServiceNow leading practice assets supporting:
Professional service engagement materials related to ITBM (process guides, presentations, value realization metrics etc.)Provide leading practices in the areas of PPM, APM and DevOpsSupporting other business materials of the ITBM portfolio for Business Process Consultants, Technical Consultants and Eco-system.
This requires a highly focused and structured individual with vision who can instigate and drive change.
What you get to do in this role
Subject Matter Expert on the Application Portfolio Management Capabilities and Technical Best PracticesSubject Matter Expert on the Project and Portfolio Management Capabilities and Technical Best PracticesResponsible for the creation, deployment and maintenance of ServiceNow ITBM Leading Practices assets including process documents, workshop materials, stories, use cases, collaborating closely with colleagues across geographies.Support the development of the ITBM Services product portfolio through critical insight of industry trends and customer needs.Build Trust and Establish Thought Leadership through publication activities: Knowledge Articles, White Papers, Wiki, Community, Blogs, Templates, Capability Content, etc.Provide feedback into the Product Teams for Continual Improvement of Product Capabilities, Features and Interoperability in consideration of Customer Needs and RequirementsIdentifying areas of ITBM process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risksLiaise with ITBM BU product teams to ensure best practice collaboration and alignment, product roadmap input, and overall partnership in placeUnderstand future product release roadmap and its impact to field delivery approach, services offered and enablement needs of the delivery teamAssess impact of upcoming release to existing sales and delivery collateral, including updates to existing, creation of new and communication and enablement to delivery teams.Assist in strategic customer meetings providing deep subject matter expertise.Up to 20% travel annually.
In order to be successful in this role, we need someone who has:
Bachelor degree in Computer Engineering, Information Systems Management or equivalent technical / business qualification through experienceDesired certifications include:ServiceNow AdministratorITIL v3 Foundation and/or Advanced ITIL CertificationsTOGAF, IT4IT or similar industry specific certificationsSCRUM, Agile and/or Scaled AgileCAPM or Prince2 certificationExperience in working with Enterprise IT software (e.g. ServiceNow, Salesforce, PeopleSoft)Experience with enterprise software implementations for large organizationsBusiness Process Consultants, Technical Consultants and Eco-system on the ServiceNow ITBM portfolio.Prior experience with a PPM, APM, Agile solution provider (CA, HP, Oracle, Microsoft, IBM, Atlassian, Rally, Agile Craft) or related high technology business environmentExperience in Java, Java Script and corresponding frameworks, like jQuery, Prototype JS or AngularExperience working within Agile or Scaled Agile frameworksSolid experience in requirements gathering, including experience in creating process documentationStrong interpersonal skills, customer centric attitude, ability to deal with cultural diversitySolid project management skillsthe ability to meet or exceed deadlines and time lines, balance multiple priorities, and work under pressure are all necessaryExcellent communication skills (both written and verbal) with strong presentation and facilitation skillsAttention to detail and an eye for quality, along with the ability to grasp and translate technical capabilities into layman termsDemonstrated ability to influence and consult (providing options with pros, cons and risks)Minimum of 5+ years of Professional Services experience, ideally within a leading consultancy company.
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.