The Portfolio Manager will shape and scale ServiceNow Impact accelerators, driving customer success through strategic thought leadership and innovation in digital transformation.
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
The role of a Portfolio Manager is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers' time-to-value.
As part of the global customer excellence organization, the Portfolio Manager plays a critical global role and is accountable for both creating and maintaining a portfolio of Technical, Strategic and Architectural accelerators. Our Impact accelerators help customers to unlock business value, accelerate ServiceNow product adoption, as well as stay current and healthy.
Read about Impact Accelerators & watch the videos below to learn more: • https://www.servicenow.com/docs/csh?topicname=technical-accelerators.html&version=latest • https://www.youtube.com/watch?v=T5vD1G5Y0t0 • https://www.servicenow.com/legal/servicenow-impact.html
What you get to do:
As a Portfolio Manager within ServiceNow Impact, you will be instrumental in shaping and scaling our accelerator portfolios that drive customer success. You'll work globally to design, launch, and support our solutions that personalize and accelerate digital transformation journeys on the Now Platform. You will act as the ServiceNow subject matter expert and bring together ServiceNow best practices, innovations, capabilities and content to help customers achieve their goals. We have high expectations and a career at ServiceNow means challenging yourself to always be better.
The ideal candidate is someone with significant experience in the ServiceNow platform, has experience building offerings and content whilst leveraging their real-world implementation and transformation experiences, and who wants to help our client base with their digital/AI capabilities.
Responsibilities
• Portfolio Development - Create and maintain a portfolio of Impact accelerators across ServiceNow technical domains, their governance, architecture and the strategic operations to support them, which can include engagement flows, supporting technical automations, workshop presentations.
• Communication - Communicate effectively with people having a broad range of knowledge. (Internally, partners and customers, from Customer CIO's & Product Owners to implementation specialists/engineers)
• Enablement and Delivery Support - Launch and support the delivery of accelerators by global team of experts and consultants in the form of assisting with delivery questions, delivering webinars, and internal enablement.
• Create consultative Partnerships - Collaboration with ServiceNow Business Units and Product Success Teams to establish how Impact Accelerators can support customers with product adoption, respond to barriers to success and increase knowledge and utilization of the capabilities within their portfolio
• Strategic Thought leadership - Provides strategic and technical thinking, to build and execute on a roadmap to meet team objectives.
• Advocacy and Expertise - Serve as the subject matter expert on assigned technical/product domain and act as a thought leader within the role. Capable of guiding both internal and external audiences by providing deep subject matter expertise.
• Cross-Functional collaboration - Develop a network of relationships and collaborate closely with colleagues across geographies, product lines and disciplines.
• Innovation and forward looking - Explore new cutting-edge technologies for potential incorporation into different accelerators. This may be by assessing the impact of an upcoming family release to existing accelerators to identify the need for new or adjusted deliverables considering new functionality and customer needs, to considering ways we our customers can consume our accelerators.
• Prioritization and problem solving - Analyze intricate problem scenarios and develop creative solutions. Understanding timelines and commitments required to meet release timeframes and targets.
Qualifications
To be successful in this role you have:
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Interacts well with both technical and non-technical audiences, attains relevant technical and business requirements, analyzes information, and designs comprehensive solutions.
• 5+ years Proficiency with, and understanding of, multiple product suites available on the Now Platform, their interoperability, and impact within the context of the platform as a whole. With experience of AI/ML technology, preferably bring experiences with Infrastructure and Workflow based products (ITOM, CRM, ITSM, CMDB/CSDM)
• A passion to continually learn new areas of the Now Platform through instruction and self-training.
• Capable of understanding and defining the bigger picture. This role requires continuous translation between technical capabilities, business outcomes, and customer value.
• Highly data-driven when determining opportunities and making decisions. A commitment to drive customer engagement towards business outcome and value realization.
• Creative, entrepreneurial spirit with comfort running initiatives and programs independently within a "start-up paced" environment.
• Experience working with Agile methodologies
• Excellent interpersonal skills, customer-centric attitude and experience working with cross-functional teams and multi-level stakeholders
• Keen attention to detail and the ability to multitask in a self-managed environment.
• Customer-centric mentality. Relentless focus on Customer value and will break down all barriers to ensure customer success
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.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.
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
The role of a Portfolio Manager is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers' time-to-value.
As part of the global customer excellence organization, the Portfolio Manager plays a critical global role and is accountable for both creating and maintaining a portfolio of Technical, Strategic and Architectural accelerators. Our Impact accelerators help customers to unlock business value, accelerate ServiceNow product adoption, as well as stay current and healthy.
Read about Impact Accelerators & watch the videos below to learn more: • https://www.servicenow.com/docs/csh?topicname=technical-accelerators.html&version=latest • https://www.youtube.com/watch?v=T5vD1G5Y0t0 • https://www.servicenow.com/legal/servicenow-impact.html
What you get to do:
As a Portfolio Manager within ServiceNow Impact, you will be instrumental in shaping and scaling our accelerator portfolios that drive customer success. You'll work globally to design, launch, and support our solutions that personalize and accelerate digital transformation journeys on the Now Platform. You will act as the ServiceNow subject matter expert and bring together ServiceNow best practices, innovations, capabilities and content to help customers achieve their goals. We have high expectations and a career at ServiceNow means challenging yourself to always be better.
The ideal candidate is someone with significant experience in the ServiceNow platform, has experience building offerings and content whilst leveraging their real-world implementation and transformation experiences, and who wants to help our client base with their digital/AI capabilities.
Responsibilities
• Portfolio Development - Create and maintain a portfolio of Impact accelerators across ServiceNow technical domains, their governance, architecture and the strategic operations to support them, which can include engagement flows, supporting technical automations, workshop presentations.
• Communication - Communicate effectively with people having a broad range of knowledge. (Internally, partners and customers, from Customer CIO's & Product Owners to implementation specialists/engineers)
• Enablement and Delivery Support - Launch and support the delivery of accelerators by global team of experts and consultants in the form of assisting with delivery questions, delivering webinars, and internal enablement.
• Create consultative Partnerships - Collaboration with ServiceNow Business Units and Product Success Teams to establish how Impact Accelerators can support customers with product adoption, respond to barriers to success and increase knowledge and utilization of the capabilities within their portfolio
• Strategic Thought leadership - Provides strategic and technical thinking, to build and execute on a roadmap to meet team objectives.
• Advocacy and Expertise - Serve as the subject matter expert on assigned technical/product domain and act as a thought leader within the role. Capable of guiding both internal and external audiences by providing deep subject matter expertise.
• Cross-Functional collaboration - Develop a network of relationships and collaborate closely with colleagues across geographies, product lines and disciplines.
• Innovation and forward looking - Explore new cutting-edge technologies for potential incorporation into different accelerators. This may be by assessing the impact of an upcoming family release to existing accelerators to identify the need for new or adjusted deliverables considering new functionality and customer needs, to considering ways we our customers can consume our accelerators.
• Prioritization and problem solving - Analyze intricate problem scenarios and develop creative solutions. Understanding timelines and commitments required to meet release timeframes and targets.
Qualifications
To be successful in this role you have:
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Interacts well with both technical and non-technical audiences, attains relevant technical and business requirements, analyzes information, and designs comprehensive solutions.
• 5+ years Proficiency with, and understanding of, multiple product suites available on the Now Platform, their interoperability, and impact within the context of the platform as a whole. With experience of AI/ML technology, preferably bring experiences with Infrastructure and Workflow based products (ITOM, CRM, ITSM, CMDB/CSDM)
• A passion to continually learn new areas of the Now Platform through instruction and self-training.
• Capable of understanding and defining the bigger picture. This role requires continuous translation between technical capabilities, business outcomes, and customer value.
• Highly data-driven when determining opportunities and making decisions. A commitment to drive customer engagement towards business outcome and value realization.
• Creative, entrepreneurial spirit with comfort running initiatives and programs independently within a "start-up paced" environment.
• Experience working with Agile methodologies
• Excellent interpersonal skills, customer-centric attitude and experience working with cross-functional teams and multi-level stakeholders
• Keen attention to detail and the ability to multitask in a self-managed environment.
• Customer-centric mentality. Relentless focus on Customer value and will break down all barriers to ensure customer success
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.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.
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ServiceNow Los Angeles, California, USA Office
Los Angeles, CA, United States, 92660
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