Principal Program Manager – Data & Analytics - Enterprise Programs

  • 2225 Lawson Lane, Santa Clara, California, United States
  • Full-time
  • Work Persona: Flexible
  • Region: AMS - North America and Canada
  • Employee Type: Regular

Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description


Come join the IT PMO team and work with a talented group of world class Program Managers and Scrum Masters leading ServiceNow’s transformation programs. This team is responsible for driving best-in-class program management to deliver Enterprise level initiatives that enable ServiceNow Sales, Marketing, Services, and Channel businesses, with advanced cutting-edge technology and analytics. 


You will have the opportunity to drive highly visible, cross functional, and impactful initiatives from strategy to business outcomes, while utilizing our next generation PMO framework and platform. 

What you get to do in this role: 

  • Responsible for taking large Enterprise Data and Analytics programs from business case through post-implementation, with a particular focus on driving the Data & Analytics scope for ServiceNow’s top strategic corporate initiatives 

  • Drive crucial conversations with senior executives in business and IT to define strategic business case and measurable business outcomes 

  • Drive all PMO activities in coordination with a team of senior Business and IT professionals focused on the implementation and enablement of company-wide business support systems, such as analytics dashboards 

  • Plan, develop, and facilitate Agile ceremonies, such as sprint planning, program increments planning, release schedules, and related staffing plans. 

  • Develop detailed program execution plans and manage all execution aspects, including program interdependencies, progress metrics, testing, deployment, and enablement 

  • Create crisp and complete documentation to facilitate program reviews and decision-making process at Steering Committee level 

  • Drive risk mitigation strategies and issue resolution actions with key stakeholders at all levels of the organization 

  • Learn ServiceNow products and Now platform for Now on Now initiatives 

  • Ensure all key project deliverables are in accordance with the ServiceNow framework and digitized leveraging the ServiceNow platform, following consistent/standard PMO practices 

  • Engage and collaborate with all business and IT functions affected by the program, as well as internal and external partners and vendors 

  • Manage one to multiple scrum teams applying Agile principles, practices, and theory 

  • Promote organizational understanding of Agile roles, guide teams and individuals to transition from waterfall to Agile 

  • Apply consistency and best practices through program initiation, planning, execution and closing phases, enabling business outcomes and benefits tracking 


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

  • 15+ years of project / program management experience 

  • Enterprise level, Systems 

  • Demonstrated program management experience in implementing IT systems at enterprise level 

  • CRM, ERP, CPQ 

  • At least 5 years dedicated to managing IT programs in Enterprise data and analytics domain 

  • Wide understanding of: 

  • Enterprise business processes and operating models 

  • Including sales, marketing 

  • Product and customer related workflows and analytics. 

  • Experience in guiding extended groups of senior professionals in a matrixed organization 

  • Functional knowledge of business processes; experience with Enterprise data and analytics ecosystems 

  • Experienced scrum master managing multiple scrums teams applying scrum principles and best practices 

  • Extensive experience with Agile tool and techniques: Lean design, accommodating changing requirements, iterations, and feedback loop with customer involvement. 

  • Should drive Steering Committee meetings, with executive management, with solid experience in decision making  

  • Excellent communication skills, problem solving, conflict resolution management, active listening, time management and interpersonal skills  

  • Experience guiding cross-functional teams and delivering technical solutions while mitigating or removing obstacles. Has a track record of overcoming project crisis. 

  • Ability to articulate technical concepts, and use those concepts to understand and develop solutions for problems that are difficult and often complex 

  • Demonstrated ability to anticipate mid-course corrections and prioritize project implementation in complex/multiple projects. Leverages advanced monitoring and scheduling skills and tools to actively manage project scope for complex/global projects. 

  • Ability to leverage advanced budgeting skills and tools to estimate and allocate budget in complex/global projects. Leverages advanced planning skills and tools to manage resources in large, complex projects with tight time and budget constraints and/or global impact. 

  • Advanced communication and influence skills and tools, at multiple levels of the organization, from working team to executive level, in order to proactively engage and manage the expectations of internal and external stakeholders for complex/global projects. Leverages advanced governance skills and tools to facilitate timely decision-making and effective resource approvals for complex/global projects.​ 

  • Agile Scrum Master Certified 

Additional Information

ServiceNow is an Equal Employment 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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more. 

If you 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 [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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Work Personas

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

Required in Office

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.


A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.


A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.
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