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Description

Joining the Ignition Platform Engineering team, you will be at the forefront of IT service management delivery, collaborating across IT infrastructure and support services teams. You will be surrounded by people who are passionate about optimizing IT services and believe that world-class support is critical to customer success. You will work across all internal teams to drive tooling and process improvements to ensure high quality, fast resolution customer experience. Your mission is to develop a world-class customer experience and set new customer service standards in IT Delivery.

The ideal candidate will have an extensive background in ServiceNow, with experience deploying enterprise platforms across multiple business units. A deep knowledge of the core platform processes and experience driving business requirements to configure the platform for optimal performance.

Key job responsibilities

As the Sr TPM for ServiceNow, you drive cross functional to develop, support, build integrations and maintain our security posture. You drive engineering engagements with cross functional teams to ensure scalable and robust solutions. You have experience working with product and process owners to drive clear actionable requirements. You have experience in AWS technologies and can drive integration designs to optimize the performance of the integrations and by extension the optimization of ServiceNow. You will be a go-to person for all things ServiceNow. You will own operational excellence for the platform, driving continual improvement and ensuring customer satisfaction.

You will define the program vision, strategy, and requirements in collaboration with product team, leadership, business stakeholders, and engineering teams. Drive execution of complex programs spanning multiple organizations from design to deployment. Effectively communicate status, risks, and changes to stakeholders at all levels. Proactively identify and resolve obstacles, turning challenges into opportunities. Manage cross-functional dependencies, release schedules, and process improvements. Own program metrics and KPIs to measure success.

The ideal candidate brings over 7 years of hands-on experience working with engineering teams and 5+ years in technical product/program management, complemented by 4+ years of enterprise-level ServiceNow expertise. They should possess a bachelor's degree in computer science, engineering, or equivalent professional experience, with demonstrated success in managing software development and have experience with AWS technologies. The role requires proven experience in cross-functional program management, data-driven decision making, and end-to-end delivery oversight. The successful candidate must demonstrate excellent communication skills, being able to articulate complex technical concepts clearly to diverse audiences, while maintaining a high sense of ownership and ability to influence team priorities. They should thrive in fast-paced environments, work independently, while driving improvements through metrics-based approaches.

Basic Qualifications

- 5+ years of technical product or program management experience

- 7+ years of working directly with engineering teams experience

- 3+ years of software development experience

- 5+ years of technical program management working directly with software engineering teams experience

- Experience managing programs across cross functional teams, building processes and coordinating release schedules

Preferred Qualifications

- 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience

- Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules

- Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.