Principal Product Success 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

What you get to do in this role:

• Be the focal point of contact & coordination for customer programs & events with Product Excellence,  including customer onboarding/closed loop tracking for customer programs
• 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,
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
• Develop, prepare, and nurture customers for advocacy.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Advocate customer needs/issues cross-departmentally.
• Prioritizing and driving resolution on escalated customer issues.
• Demonstrate competency in the ServiceNow IT Asset Management product suite
• Advise customers in their efforts to take advantage of the ServiceNow IT Operations Management Solution’s standard capabilities in their efforts to improve their IT processes
• Lead customer design workshops focused on ServiceNow Platform and IT Operations Management Solution technology
• Guides and provides ad-hoc oversight/training
• Advise on development/develop required portal components and other platform related items to operationalize ServiceNow ITAM solutions.
• Prepare customer-facing deliverables focused on the maturity of the customers technical and process.
• Juggle multiple and complex projects/initiatives
• Provide feedback on best practices and delivery/engagement materials on Now create.
• A deep sense of empathy for the customer and genuine passion in helping them succeed.
• Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues.
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.
• Solid experience in requirements gathering, including experience in creating process mapping documentation.
• Responsible for creating innovative solutions leveraging ServiceNow’s IT Operations Management (Discovery, Service Mapping, Event Management, AIOPS) Solutions
• Mentor field resources in implementation methodology, configuration, and best practices for ITOM applications.
• Respond to customer questions relating to ServiceNow ITOM products.
• This role is pivotal in providing our growing customer base, with lessons learned, strategies, and advice to enhance real world security operations.
• Help develop programs that enable ecosystem on ITOM on the ServiceNow platform
• Collaborate with Product Management and Development team members to enhance ServiceNow products with new capabilities that address Federal customer needs
• Share best practices and known solutions with other internal teams, community, and customers to help promote faster time to value for customers. 
• Stay current on competitive analyses and understanding differentiators between ServiceNow and its competitors.
• Be a product evangelist, supporting at scale events such as user conferences, trade shows, webinars, etc.
• Discuss 1:1 or 1: many on the art of the possible with ServiceNow ITOM solutions referencing success stories/anecdotal data.

Qualifications

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

• At least 7+ years of business analyst, ITOM practitioner experience for complex, highly-capable, technologies – inclusive of integrations and portals
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in an IT environment, while providing thought leadership to IT sponsors/stakeholders in solving business process and/or technical problems
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity.
• Proven team player and team builder
• Certified in ServiceNow Discovery, Event Management, Service Mapping solutions a plus
• Leader and evangelist for ServiceNow ITOM applications
• Familiar with Windows Domain and Unix System Administration. Including the understanding of described domain structures, user permission levels, group policy objects and the execution of SUDO Policies
• Knowledge of service oriented and distributed application architecture in the enterprise (web services, data access and persistence, client/server, etc)
• Knowledgeable/practical experience with one or more Cloud platforms such as AWS, VMware, BMC, etc.
• Knowledgeable/Practical experience with CMDB
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) around all key technical decisions during project delivery
• Degree or equivalent, preferably in Information Technology and proven experience in technical consulting roles

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 [email protected] 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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