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Senior Staff IT Program Manager

Element AI

IT, Operations

Heredia Province, Heredia, Costa Rica

Posted on Oct 23, 2025

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Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

About the team:

Come join the DT PMO team and work with a talented group of Program Managers and Scrum Masters leading ServiceNow transformation programs. This team is responsible for driving, through best-in-class program management, enterprise initiatives that enable ServiceNow Sales, Marketing and Channel businesses with advanced technology and analytics.

About the role:

You will have the opportunity to drive highly visible and impacting initiatives across multiple business functions while utilizing next generation PMO methodologies and tooling.

What you get to do in this role:

Responsible for taking large enterprise programs from original concept through final implementation.
Drive all PMO activities in coordination with a team of senior technical and non-technical professionals dedicated to the implementation and enablement of company-wide business support systems.
Plan and facilitate program increments planning, create release schedules and related staffing plans.
Develop detailed program execution plan and manage all execution aspects, including program interdependencies, progress metrics, testing, deployment and enablement.
Create crisp and complete documentation to facilitate program reviews and decision-making process at Steering Committee level.
Responsible for organizing and driving the agile delivery of epics and features, across multiple products, in a cross-functional environment.
Coordinate with a team of senior technical and non-technical professionals and drive product development activities toward successful deployment.
Engage and collaborate with all technical and non-technical functions affected by the program, internal and external partners and vendors.
Manage multiple scrum teams applying Agile principles, practices, and theory.
Apply consistency and best practices through program initiation, planning, execution and closing phases, enabling business outcomes and benefits tracking.

Qualifications

12+ years of project / program management experience in an Agile or Scaled Agile environment.
5 years dedicated to managing enterprise level software application development projects for one or more of the following functions: Sales, Marketing, Channel & Alliances, Professional Services.
Demonstrated program management experience in implementing business support systems at enterprise level.
Wide understanding of enterprise business processes and operating models, including Lead-to-Cash, and the implementation of these within business applications and ecosystems.
Demonstrated ability to lead extended groups of senior professionals in a matrixed organization.
Functional knowledge of Sales and Sales Operation business processes; experience with Sales or Partner Operation ecosystems.
Experienced scrum master managing multiple scrums teams applying scrum principles and best practices.
Extensive experience with Agile traits and techniques: lean design, accommodating changing requirements, iterations, feedback loop with customer involvement.
Demonstrated ability to drive Steering Committee meetings, with executive management, with solid experience in decision making.
Excellent communication skills, problem solving, conflict resolution management, active listening, time management and interpersonal skills.
Demonstrated consistent ability to lead cross-functional teams and deliver technical solutions while mitigating or removing obstacles. Has a track record of overcoming project crisis.
Agile Certifications.

JV20

Additional Information

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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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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