Senior IT Project​/Program Manager

The Role

In this role, you'll develop and test disaster recovery plans for critical systems, analyze business risks and recovery requirements, and maintain IT infrastructure documentation. You'll write comprehensive reports on testing activities, operational results, and project accomplishments while creating contingency scenarios for various business disruptions. Your responsibilities include managing projects from planning through execution—maintaining schedules, budgets, and documentation while coordinating stakeholders, facilitating meetings, and ensuring adherence to project frameworks.

You'll assess risks, provide solutions, and chair meetings as needed.

You'll also administer infrastructure upgrades and implementations, develop IT processes, and identify improvement opportunities. Leading complex technical tasks and small projects independently, you'll acquire resources, coordinate team members and contractors, and establish priorities based on business needs. The role requires building proofs‑of‑concept for new technologies, facilitating requirements gathering and process mapping workshops, and performing gap analysis. You'll participate in end‑to‑end implementation planning, including project management and change management, while documenting ways to improve business operations through process optimization and technology solutions.

Strong communication skills are essential for synthesizing information for executive audiences. Staying current with industry developments through professional meetings, literature, and training is also expected.

• 5 years overseeing digital transformation, enterprise programs, PMO functions, or cross‑functional delivery.
• Strong understanding of Agile, Scrum, and hybrid delivery methodologies.
• Excellent written and verbal communication and organizational skills
• Ability to simplify complex topics and drive alignment across global teams.
• Technically savvy with a solid understanding of workflow design, integrations, and data flows.
• Strong risk, release, and dependency management capabilities.
• High‑energy, self‑starter mindset with strong adaptability in dynamic environments.
• Ability to quickly learn new tools, systems, and processes—especially the Service Now Platform.

• Prior experience with the Service Now Platform or SPM is a major plus.
• Background in Finance workflows is a bonus.

For positions in this location, we offer a base pay of $125,300 - $213,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here (). To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third‑party service.

Service Now 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 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.

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  for assistance.

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.