ServiceNow Program Manager

Transformative Solutions at Veracity by RGP

Veracity is a next-generation consulting firm that delivers strategic solutions across multiple dimensions, including strategy, experience, process, technology, and culture.

We combine the flexibility of a talent-driven partner with the expertise of a project-based consultancy to help organizations drive meaningful change.

Our people-first approach ensures every engagement is tailored to meet the unique needs of our clients, empowering them to engage, operate, and outperform the competition. Key Role Responsibilities:

• Program Oversight & Governance: Lead and coordinate a program of concurrent ServiceNow projects executed by third-party partners and system integrators. Establish and manage program-level governance and reporting structures. Ensure alignment across partner delivery teams, internal stakeholders, and executive sponsors.
• Platform Product Ownership: Own the strategic vision and roadmap for the ServiceNow platform in alignment with organizational goals. Prioritize the backlog, define platform-level epics/features, and work closely with delivery teams to ensure value-based outcomes.
• Business Value & Adoption Enablement: Define and execute a multi-year platform adoption and capability roadmap. Partner with business units to understand use cases, identify opportunities, and promote adoption across departments. Develop strategies for measuring and increasing platform ROI and value realization.
• Stakeholder Engagement: Act as a liaison between business, IT, and vendor teams to ensure clear communication, expectations, and results. Present roadmap updates, KPIs, and delivery progress to executive stakeholders. Facilitate strategic planning workshops and product reviews.
• Platform Health & Best Practices: Champion platform governance, reusability, and adherence to ServiceNow best practices. Identify opportunities for optimization, rationalization, and innovation on the platform. Stay current on new ServiceNow releases and features and assess applicability to the enterprise.

Qualifications:

• 7+ years of experience in enterprise IT environments, with at least 5 years focused on ServiceNow as a platform owner, product manager, or program lead.
• Proven experience delivering ServiceNow solutions across multiple product suites (e.g.,ITSM, HRSD, IRM, CSM, App Engine).
• Strong experience in developing and executing adoption roadmaps and driving platform value realization.
• Demonstrated success managing complex programs involving multiple external vendors/partners.
• Deep understanding of the ServiceNow platform's architecture, capabilities, and best practices.
• Excellent communication, stakeholder management, and leadership skills.
• Experience with Agile methodologies and tools (e.g., SAFe, Scrum, Jira, ADO).

Preferred Qualifications:

• ServiceNow Certified System Administrator (CSA) – required.
• ServiceNow Certified Implementation Specialist (CIS) in at least one product area - preferred.
• PMP, SAFe, or Agile certification – a plus.
• Experience with enterprise change management and digital transformation initiatives.

This role offers a unique opportunity to influence and scale enterprise-wide transformation through one of the most powerful platforms in the market.

You'll collaborate with executive stakeholders, lead strategic efforts, and shape the future of ServiceNow across the organization.

Our company values diversity, equity, and inclusion and is committed to creating an inclusive environment for all employees.