Staff Design Project & Program Manager | 28885

Engineering, Infrastructure and Operations Santa Clara, California San Diego, California


About this Job:

Design Operations (Design Ops) is all about helping our teams deliver the best designs possible to our product and engineering partners, and to our customers and end users. You'll join a small, close-knit team that is working both within the design and product content organizations as well as across the company to deliver more user-centered consumer-grade product experiences. We focus on architecting and implementing systems and processes that make us more effective and productive designers, researchers, and product experts, such as:

  • Drive growth of our team (education, career development, skillsets)
  • Improve efficiency (resource and project management, metrics/KPIs)
  • Solve short-term and longer-term operational challenges
  • Improve delivery (methods, tools, standards)
  • Be the bridge that connects our product management, design, engineering, and business organizations


About ServiceNow:

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving.  We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.


What you get to do in this role:

  • Be a critical part of delivering improved work experiences to millions of ServiceNow users
  • Support the design lifecycle and product development via agile processes
  • Be accountable for resource management, project estimation and timely delivery of design projects
  • Responsible for taking small to large, company-wide, mission critical programs/projects from original concept through final implementation
  • Design and implement new processes and systems that improve how we work, and the product that we deliver
  • Work with your peers to ensure a unified and cohesive working experience across our design teams
  • Ensure adherence to processes, quality standards and deliverables
  • Communicate and interface with all areas affected in the product development lifecycle, including cross-functional stakeholders and business sponsors
  • Represent the Experience Org across the ServiceNow organization


In order to be successful in this role, we need someone who has:

  • An awesome attitude, great sense of humor and a commitment to excellence
  • Bachelor’s degree or equivalent experience in Computer Information Systems (CIS), Management Information Systems (MIS), Operations and Information Management (OIM) or a related field
  • Minimum 5 years project management, program management, and/or product management experience with at least 2 years of experience in enterprise software
  • Significant experience deploying and running agile teams in an enterprise environment
  • Knowledge of agile methodology and frameworks (i.e., Scrum, Kanban, SAFe, XP, etc)
  • Understand backlog tracking, burndown metrics, velocity, and task definition
  • Knowledge of software development processes and procedures to understand the team needs
  • Proven experience in managing multiple large programs/projects in an enterprise environment
  • Solid experience in decision making and negotiating with stakeholders
  • Confidently manages ambiguity and complexity
  • Excellent communication, problem solving, conflict / resolution management, active listening, time management, and interpersonal skills
  • Demonstrated consistent ability to work with cross-functional teams and deliver solutions while mitigating or removing obstacles


Bonus points:

  • PMP certification
  • Knowledge of UX Design principles, user-centered design methodologies, processes and tools
  • Experience working within an enterprise product UX team


ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or for assistance.