Technical Program Manager (TPM) – ServiceNow CSM Module

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Job Title: Technical Program Manager (TPM) – ServiceNow CSM Module

Location: Onsite (Seattle, WA)

Position Type: Contract / C2C / W2

Job Summary:

We are seeking an experienced Technical Program Manager (TPM) with strong expertise in the ServiceNow Customer Service Management (CSM) module. The TPM will be responsible for driving end-to-end program delivery, managing cross-functional stakeholders, defining requirements, and ensuring successful implementation and optimization of ServiceNow CSM solutions.

Key Responsibilities:

• Lead and manage ServiceNow CSM module implementations, enhancements, and integrations.
• Work closely with business stakeholders to gather, refine, and document functional and technical requirements.
• Collaborate with developers, architects, and QA teams to ensure delivery aligns with established timelines and quality standards.
• Oversee project planning, sprint execution, backlog prioritization, and release management.
• Conduct requirement workshops, solution reviews, and user acceptance testing (UAT) coordination.
• Ensure alignment of CSM workflows, case management processes, SLAs, and customer portal configurations with business goals.
• Track project risks, issues, dependencies, and deliver clear status reports to leadership.
• Drive operational readiness, documentation, and post-deployment support activities.
• Manage vendor coordination and ensure compliance with ServiceNow best practices.
• Provide leadership, guidance, and communication across functional teams throughout the project lifecycle.

Required Skills & Experience:

• 7+ years of experience in Program/Project Management, preferably in enterprise environments.
• 4+ years of hands-on experience with ServiceNow, with a strong focus on CSM module.
• Proven experience managing ServiceNow implementations, including workflows, case management, SLAs, integrations, and customer portals.
• Strong understanding of ITSM, ITOM, and related ServiceNow ecosystems.
• Ability to translate business needs into clear technical requirements and actionable plans.
• Experience running Agile/Scrum methodologies.
• Excellent communication, stakeholder management, and presentation skills.
• Strong analytical and problem-solving abilities.

Preferred Qualifications:

• ServiceNow CSM certification(s).
• PMP, SAFe, Scrum Master, or Agile certifications.
• Experience with digital transformation initiatives or large-scale enterprise programs.
• Working knowledge of API integrations, data migration, and ServiceNow architecture.

Education:

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field (or equivalent experience).