at Dell Technologies

Dell Technologies

ServiceNow Program Manager


Location: Round Rock, TX; Hopkinton, MA; or Remote – US

From commercial contracts to cyber security, IP to ethical practices – Dell’s Legal teamsalways have new, interesting and complex challenges to tackle. Legal Operations provides all the administrative, reporting and program management support they need to succeed. Whether focused locally, regionally or globally, Legal Operations professionals develop plans, oversee programs and processes and maintain records. They review legal data, provide policy information and legal advice across the organization and manage a wide range of legal business matters.


As the ServiceNow Program Manager, this individual will play an important part in theLegal team’s digital transformation strategy. The ServiceNow Program Manager will set the strategy and management for the Legal ServiceNow Program.

As a member of our Legal Operations team, the individual in this role will be tasked with designing and operationalizing the proper governance that will enable the organization to be strategic in the use of the ServiceNow platform. The four key categories of governance this individual should apply include:

  • Technical: establishes standards to ensure the platform is technically sound and following good practices to ensure upgradability, usability, manageability, performance, and scalability
  • Strategy: establishes governing bodies and activities that align the platform with the overall business strategies
  • Portfolio: establishes the processes and documentation related to the management of services provided on the platform ad multiple work-streams
  • Convergence: focuses on the integration of the ServiceNow platform with the enterprise standards and data management between other systems

The ServiceNow Program Manager will implement an overarching framework to provide the necessary guidance and structure that allows for the program to move quickly while continuing to focus on long-term goals and value realization. The framework should be designed to drive the following:

  • Align stakeholders on strategy, goals, and execution
  • Drive and shape demand for Legal ServiceNow platform consumption
  • Measure and assess value realization
  • Understand ServiceNow’s place in the larger Legal Technology landscape
  • Supports adoption across the organization

Key Responsibilities

  • Elevates the use of ServiceNow to properly support the department’s current self-service enablement needs and future ones as a program vs. just another tool option
  • Drives continual improvements and platform optimizations by staying up-to-date on latest releases and possible opportunities for expansion; maintains system and data integrity by defining and implementing best practices for upgrades, performance and scalability
  • Leads efforts for requirements gathering for identified ServiceNow solution opportunities; enables alignment to organizational goals and vision
  • Develops, implements, and maintains ServiceNow solutions as well as any other third party application solutions deemed necessary
  • Service Portal Redesign and User Experience optimization; leads design sessions and feasibility assessment in support of potential development
  • Acts as the main liaison with IT business partners to ensure timely resolutions to incidents/requests/problems, drive to resolution of any issues with ServiceNow integrations, and research and coordinate with required technical and business resources for outage resolution
  • Manages platform release strategy and roadmap in collaboration with IT

Essential Requirements

  • Bachelor’s degree with 12+ years relevant experience; or equivalent combination of education/experience
  • In-depth experience building/implementing large-scale programs, projects, and/or transformational initiatives to enable a business function
  • Experience with multiple implementations/deployments of ServiceNow solutions, including integrating ServiceNow platform with other systems
  • Knowledge of product roadmaps and platform management for ServiceNow
  • Experience with technical services migration and transformational programs

Desired Requirements

  • Familiarity with SaaS deployments and its supporting architecture
  • ITIL and/or ITSM certification
  • ServiceNow certification/training
  • Experience implementing ITIL or ITSM-related enterprise software
  • Experience working with enterprise software companies and/or consulting companies
  • Experience implementing global programs

Key Characteristics

  • Strong communication skills; able to modulate communications based on audience
  • Ability to build and maintain relationships with business counterparts and provide excellent customer service
  • Ability to work both independently and in a team-oriented, collaborative environment

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