Act as the program owner for the ServiceNow CSM support ecosystem, with a strong working knowledge of CSM capabilities, constraints, and integration patterns.
Partner closely with platform engineering, consultants, and technical teams to design, deploy, and evolve a modern, scalable support infrastructure grounded in ServiceNow best practices.
Define and maintain a multi-horizon roadmap for the support ecosystem.
Lead quarterly intake, prioritization, and planning cycles for ecosystem enhancements and requirements.
Develop and execute detailed program plans, schedules, and delivery frameworks using modern project and program management tools (e.g., Jira, Airtable).
Track and analyze program metrics to drive accountability, transparency, and predictable outcomes.

Requirements

Bachelor's degree in Business or a related field and 2 years of experience in project management, compliance, operations management, or related area OR 4 years of experience in project management, compliance, operations management, or related area.
Demonstrated experience managing complex, cross-functional programs.
Experience in product operations, release management, product strategy, process improvement, merchandising, vendor relations, data analytics, or tech start-ups.
Experience using and integrating project and support tools such as ServiceNow, Jira and Airtable.
Experience operating in platform-driven or ecosystem-based environments.

Benefits

Health benefits include medical, vision and dental coverage.
Financial benefits include 401(k), stock purchase and company-paid life insurance.
Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting.
Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement.
Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

project managementprogram managementdata analyticsprocess improvementrelease managementproduct strategyvendor relationscross-functional program managementsupport ecosystem designintegration patterns

Soft Skills

leadershipcommunicationorganizational skillsaccountabilitytransparencyplanningprioritizationcollaboration