Staff ServiceNow Program Manager

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.

Staff ServiceNow Program Manager

Why We Have This Role

We are looking for an experienced Program Manager to drive impact, close gaps, improve processes and achieve best in class service delivery and process optimization through our ServiceNow platform. As a liaison between the development teams and business stakeholder groups, the PM will collaborate to establish technical roadmaps, prioritize system work, document requirements, define scope and objectives, and drive system changes within ServiceNow to meet business needs.

How You’ll Find Success

• Leadership & Ownership: Demonstrate ownership from problem identification to execution of actionable solutions
• Drive measurable business impact: Prioritize and action on business critical initiatives that improve employee experience
• Project Timelines: Track and maintain project milestones efficiently
• Effective Communication: Share insights and detailed plans within and across teams to ensure alignment and manage expectations with stakeholders and senior leaders
• Facilitate Adoption: Work with stakeholders and operational change management experts to simplify end user adoption

How You’ll Grow

• Prioritize & Drive Impact: By focusing on and prioritizing the most impactful things, you will make data driven decisions and drive business impact.
• Business Understanding: Broaden your understanding of business goals and how they align with technical solutions.
• Technical Proficiency: Enhance your proficiency and technical knowledge in ServiceNow development, integrations, and best practices.
• Leadership Development: Grow through project leadership and working with senior leaders.
• Professional Growth: Set and achieve growth goals to further your career development.

Things You’ll Do

• Stakeholder Collaboration: Work with business stakeholders and technical teams to meet needs and resolve issues.
• Strategy Development: Craft and execute program strategies and roadmaps related to ServiceNow development and enhancements.
• Requirement Analysis: Evaluate business processes, anticipate requirements, and uncover areas for improvement.
• Communication: Effectively communicate insights and plans to cross-departmental team members and management.
• Problem Solving: Employ analytical and conceptual thinking to address resource or priority challenges with internal business partners and the development team.
• Technical Solutions: Take ownership of turning ambiguous problems into actionable technical solutions.
• Project Management: Monitor project achievements/milestones and ensure timely completion of projects.
• Documentation: Document future processes, business requirements, and acceptance criteria.
• Change Management: Ensure solutions fulfill business requirements and partner with end-users to advise on change management.

What We’re Looking For on Your Resume

• Bachelor’s degree in an information systems, computer science, business management, or related technical field
• 8-10 years experience in business analysis, project management, or program management
• Technical Experience and/or certifications for ServiceNow:
• Preferred: ITSM, HRSD, Employee Central, Knowledge Base
• Experience with External Portal, CSM, Now Assist a plus
• Strong analytical skills and the ability to think quantitatively.
• Proven ability to scope technical requirements and effectively prioritize program goals.
• Knowledge & experience in Agile development methodology
• Excellent written and interpersonal skills; proficient in requirements documentation.
• Strong fundamental analytical and conceptual thinking skills.
• Excellent planning and time management skills with a history of following through on commitments.
• Experience managing and supporting successful projects, especially those following Agile methodology or the software development lifecycle (SDLC).

What You Should Know About This Team

• Wide Impact: System changes have broad visibility and significant impact across the organization.
• Continuous Learning: Opportunities for growth and expanding the scope of responsibilities.
• Collaborative Environment: Work across multiple departments to optimize systems and processes.
• Amazing Team Culture: Highly collaborative and supportive team culture

Our Team’s Favorite Perks and Benefits

• Experience Bonus Program: Unique experiences on the 1-year anniversary.
• Wellness Reimbursement: Support for employee wellness.
• Mental Health Benefit: 24/7 support for employees and dependents through Headspace.
• Certification & Ongoing-Learning: Access to various on-demand courses and certifications.

Join us in driving effective and innovative solutions for our organization!