Senior Technical Program Manager

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Team & Role

We are seeking a highly skilled Process Owner to oversee, manage, and continuously improve critical processes that support software delivery in regulated market environments (IL4, IL5). The Process Owner will be accountable for the end-to-end design, implementation, governance, and optimization of assigned processes, ensuring compliance with regulatory, security, and organizational standards while enabling operational efficiency and scalability.

This role requires a balance of process management expertise, regulatory awareness, and collaboration across technical, business, and compliance teams.

Key Responsibilities

• Process Ownership & Design
  • Define, document, and maintain end-to-end processes for software delivery, with a focus on IL4/IL5 regulated environments.
  • Establish process policies, procedures, roles, and responsibilities.
  • Ensure processes are designed to be efficient, auditable, and aligned with regulatory requirements.
• Governance & Compliance
  • Ensure processes comply with security and compliance standards relevant to IL4/IL5 markets (e.g., FedRAMP, DoD, NIST).
  • Track and manage exceptions, deviations, and risk mitigation strategies.
  • Serve as the point of accountability during internal and external audits.
• Process Execution & Monitoring
  • Oversee the day-to-day execution of assigned processes, ensuring consistency and quality.
  • Define and monitor KPIs, SLAs, and process health metrics to measure effectiveness.
  • Report on process performance to stakeholders and leadership.
• Continuous Improvement
  • Identify gaps, bottlenecks, and areas for process automation and standardization.
  • Lead root cause analysis and corrective action planning.
  • Drive alignment with industry best practices and evolving regulatory standards.
• Stakeholder Engagement
  • Collaborate with engineering, product management, security, compliance, and operations teams to ensure process adoption and alignment.
  • Provide training, guidance, and communications to stakeholders to reinforce process adherence.
  • Act as a trusted advisor for process-related escalations and issue resolution.

Qualifications

Preferred Qualifications:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Strong understanding of regulated environments (IL4/IL5, FedRAMP, NIST, or similar).
• Proven ability to design, document, and optimize processes in complex organizations.
• Excellent communication and stakeholder management skills across technical and non-technical audiences.
• Experience with audit, compliance, and risk management frameworks.
• Experience with Agile methodology.
• Familiarity with ITIL or similar service management frameworks.
• Certifications such as PMP, Lean Six Sigma, or ITIL are a plus.
• Prior experience working with DoD or government-regulated software delivery environments.

Basic Qualifications:

• Bachelor’s degree in Computer Science, Engineering, Business, or related field (or equivalent experience).
• 5+ years of experience in process ownership, governance, or program management in a technology or software delivery environment.

For positions in this location, we offer a base pay of $140,700 - $239,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 globaltalentss@servicenow.com 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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