SR. TECHNICAL PROGRAM MANAGER, ServiceNow

Microsoft • Redmond, WA

1d

About The Position

Microsoft Cloud Operations and Innovation (CO+I) enables Microsoft’s cloud services by designing, building, and operating one of the world’s largest and most complex infrastructure platforms. CO+I supports a global portfolio of more than one hundred datacenters and over one million servers, delivering digital services that power Microsoft products for over one billion customers and twenty million businesses across more than ninety countries worldwide.
Within CO+I, the Core Datacenter Services (CDS) organization focuses on improving availability, efficiency, and operational performance across Microsoft’s datacenter estate. CDS partners closely with engineering, operations, and business teams to ensure that Microsoft cloud services operate reliably, efficiently, and on a global scale.
We have exciting opportunities for you to innovate, influence, transform, inspire and grow within our organization, and we encourage you to apply to learn more!
The ServiceNow Engineering organization within CO+I delivers and operates enterprise IT Service Management (ITSM) and Strategic Portfolio Management (SPM) capabilities that support day-to-day cloud operations. These platforms sit at the intersection of platform reliability, user experience, and operational excellence, enabling consistent, auditable, and scalable service execution across the datacenter portfolio.
This role is a Senior Technical Program Manager within the ServiceNow Engineering organization, focused on evolving how operators interact with ServiceNow for Incident Management, Request Fulfillment / Service Catalog, and Knowledge Management. The role partners with Service Engineers, service owners, and business leads across CO+I to ensure workflow integrity, data quality, upgrade readiness, and continuous improvement of operational experiences that support the Core Datacenter portfolio.
Success in this role is measured through platform stability, reduced operational friction, and demonstrable improvements to how Microsoft teams detect, respond to, and resolve operational issues, resulting in immediate and measurable business impact across cloud operations.

Requirements

• Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
• 2+ years of experience managing cross-functional and/or cross-team projects.
• Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Nice To Haves

• Several years of handson experience administering and operating the ServiceNow platform in an enterprise environment, including IT Service Management and adjacent modules.
• Strong expertise with ServiceNow configuration and administration, including workflows, forms, roles, access controls, and data quality management using lowcode or nocode capabilities.
• Deep hands-on experience with ServiceNow in an enterprise environment, including ITSM, Incident, Request, and Service Catalog capabilities
• ServiceNow System Administrator Certified.
• ServiceNow Performance Analytics (PA) Essentials
• ServiceNow Certified Implementation Specialist- IT Service Management.
• Proficiency with ServiceNow Performance Analytics

Responsibilities

• Own the product strategy and roadmap for Incident Management, Request Fulfillment / Service Catalog, and Change Management within the ServiceNow platform, aligned to operational priorities and platform guardrails.
• Partner with IT Operations, Service Engineering, and End Users to identify systemic pain points, define requirements, and prioritize capabilities that improve reliability, consistency, and operator experience.
• Translate operational needs into clear product requirements, including user stories, acceptance criteria, and success metrics, enabling engineering teams to deliver scalable, maintainable solutions.
• Design and evolve standardized workflows and experiences across teams and domains, reducing fragmentation and ensuring consistent execution of ITSM processes at scale.
• Leverage automation and AI capabilities within ServiceNow to increase efficiency, reduce manual effort, and support growth without proportional increases in operational load.
• Measure success through outcomes, including platform stability, reduced operational friction, improved fulfillment and resolution times, and adoption of standardized workflows.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level