Technical Program Manager, Research

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Team & Role

At ServiceNow, Research Operations helps researchers do their best work by building the programs, systems, tools, and processes that enable research at scale.

This role sits within the Customer Engagement team, part of Research Operations, Intelligence & Strategy (ROIS), supporting 100+ researchers across the User Experience Research & Insights (UXRI) organization. As a Technical Program Manager, you’ll help develop and improve programs that enable researchers to connect with customers and research participants.

You’ll work across a variety of operational challenges, from improving workflows and support mechanisms to developing scalable resources and identifying opportunities for automation and AI. This role is a great fit for someone who is curious, enjoys solving complex problems, and can turn recurring needs into solutions that work at scale.

What you get to do in this role

• Own and manage programs from planning through execution, defining priorities, milestones, dependencies, and measures of success.

• Partner with researchers to understand operational needs and identify opportunities to improve workflows, tools, and support mechanisms.

• Identify recurring needs and friction points, and develop scalable solutions such as, self-service resources, reusable assets, and automation.
• Use data and feedback to understand how programs are performing and identify where we should evolve or improve.
• Build strong cross-functional partnerships to solve operational challenges and move shared work forward.
• Create clear resources, and communications that help researchers understand and effectively use Customer Engagement programs.

• Explore opportunities to apply and build with AI to improve workflows, reduce manual work, and create new ways to partner with researchers.

Basic Qualifications

• 2+ years of professional program or project management experience.
• Experience independently managing projects or programs from planning through execution, including priorities, dependencies, stakeholders, and deliverables.
• Demonstrated ability to identify recurring needs or operational friction and develop solutions that can scale across a large organization.
• Demonstrated curiosity and learning agility, with the ability to quickly build knowledge in unfamiliar areas, seek feedback, and apply what you learn.
• Strong written and verbal communication skills, with the ability to clearly communicate ideas, recommendations, priorities, and program status to different audiences.
• Experience working collaboratively across teams and functions to move work forward.

Preferred Qualifications

• Experience with or exposure to UX research, customer research, Research Operations, participant recruitment, or related research activities.
• Familiarity with AI tools and an interest in applying AI and automation to everyday work. Deep technical or AI development experience is not required.
• Experience using qualitative or quantitative data to identify patterns, measure effectiveness, and inform recommendations or program improvements.

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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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