Dell ServiceNow Program Manager – Legal Operations in Austin, Texas
ServiceNow Program Manager – Legal Operations
Location: Round Rock, TX or Hopkinton, MA
Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as the ServiceNow Program Manager on our Legal Operations team.
From commercial contracts to cyber security, IP to ethical practices – Dell’s Legal teams always 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 the Legal team’s digital transformation strategy. The ServiceNow Program Manager will set the strategy and management for the Legal ServiceNow Program.
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
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
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 of ServiceNow
Knowledge of product roadmaps and platform management for ServiceNow
Experience with technical services migration and transformational programs
Strong communication skills; able to modulate communications based on audience
Familiarity with SaaS deployments and its supporting architecture
ITIL and/or ITSM certification
Experience implementing ITIL or ITSM-related enterprise software
Experience working with enterprise software companies and/or consulting companies
Experience implementing global programs
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
We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.
If you’re ready for the variety and challenge that comes with supporting a dynamic Legal function in a game-changing global business, this is your opportunity to develop with Dell.
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