Staff Technical Program Manager

Team & Role 

The Technical Program Manager is part of a global team reporting to the Senior Manager, Supportability and Release Readiness. The role is critical to support organizational growth and continue to deliver world class products and support to our customers. 

We are a team of critical thinkers who take a data driven approach to continuous improvement. The supportability team relentlessly pursues KPI improvement for our customer support organization by working cross functionally with various departments to identify, program manage, and report on various improvements being made within the ServiceNow portfolio of products. We don’t just run some reports, we use our deep technical knowledge to use this data to architect technical solutions to real problems.

What you get to do in this Role 

The Supportability Program Manager will manage and drive to deliver on the following broad level objectives and responsibilities:  

• Analyze Support Case data for knowledge/documentation gaps, training opportunities, and product improvement requirements 
• Perform data analysis, use case analysis and business process mapping to identify and quantify inefficiencies which can be improved through automation, for cross functional business entities 
• Provide monthly product analysis and guidance reports to Support Delivery Management  
• Identify opportunities to improve the customer experience with the product and therefore deflect cases coming into support  
• Identify opportunities to reduce support effort to resolve incoming cases 
• Identify opportunities for tools that help Support Delivery resolve cases faster  
• Assess impacts of product/functionality changes, to existing customers and Support, and work with Engineering, Product Owners and Cross Functional teams to address in advance of new release(s) 
• Submit Knowledge and documentation updates and track through completion 
• Create business cases and drive projects 
• Connect functional and technical requirements to business requirements 
• Engage with Product Management and Engineering to determine product improvements areas for future releases 
• Partner with Engineering and Support Delivery to improve product fix best practices and improve fix quality 
• Partner with Engineering and Support Delivery to improve defection of support cases via improvement of the Known Error Articles on Known issues 
• Build relationships across the organization to gain buy-in and move initiatives forward. 
• Be the point of contact from support with engineering and product operations for the said applications and products 
• Represent Technical Support in the development and release process of new family and store release versions, which include providing feedback on architecture design and operability of product features 
• Submit Supportability requirements to Product Management and track those requirements  
• Drive Continuous Improvement initiatives that target our customers' ability to identify known issues 
• Generate regular supportability dashboards and reports 
• Forecast, Track, and report on the value generated from supportability initiatives
• Deliver quarterly release roadmap reviews to cross-functional audiences  
• Balance multiple priorities and deadlines 
• Perform other duties and projects as assigned