ServiceNow Product Operations Lead
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Posted: 10/10/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in leading ServiceNow platform support and enhancements, with a strong focus on HR Service Delivery, workflow automation, and stakeholder management. Proven ability to analyze platform performance and drive continuous improvement in service delivery outcomes.
Highest-signal resume keywords
ServiceNow Platform SupportHR Service Delivery (HRSD)Stakeholder ManagementAnalytical Problem-SolvingServiceNow Certifications
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Lead functional operations of the ServiceNow platform, ensuring system reliability, governance compliance, and effective support standards
- Provide guidance, workflow prioritization, escalation support, and tactical direction to a Product Support Analyst
- Own delivery of ServiceNow enhancements, including requirements, solution evaluation, coordination with IT, testing, release readiness, and stakeholder communications
- Partner with HR Service Delivery Partners and capability owners to understand business needs and translate them into effective ServiceNow improvements
- Improve employee and HR service experiences through HR Portal (Worklife), case management, self-service capabilities, workflow automation, and system integrations
- Evaluate and leverage emerging ServiceNow functionality, including AI and automation capabilities
- Analyze recurring issues, platform trends, and performance data to drive continuous improvement, increase adoption, and enhance service delivery outcomes
- Collaborate with cross-functional teams to prioritize enhancements, resolve complex issues, and maintain governance and operational alignment
Requirements
What you’ll need- 5+ years of experience leading ServiceNow platform support
- 5+ years of experience leading through influence and partnering with cross-functional teams on projects and initiatives
- 4+ years of experience working in a lead, focal or product owner role
- Strong analytical and problem-solving skills
- Experience managing ambiguity and changing priorities in a fast-paced collaborative environment in support of multiple organizations
- Strong planning, communication, leadership, and stakeholder management skills
- Experience with ServiceNow HR Service Delivery (HRSD), Employee Center, service catalog, and case management capabilities
- Experience supporting HR technology platforms, employee self-service solutions, and enterprise service delivery environments
- Knowledge of ServiceNow integrations, automation solutions, AI-enabled capabilities, and workflow optimization
- ServiceNow certifications such as Certified Implementation Specialist (HRSD), HR Professional Suite Certification, or equivalent
- U.S. Person status required under U.S. export control compliance requirements
- Employer will not sponsor applicants for employment visa status
- Successful candidates must satisfy the Company's Conflict of Interest (COI) assessment process
Benefits
Comp & perks- Variable compensation opportunities
- Health insurance
- Flexible spending accounts
- Health savings accounts
- Retirement savings plans
- Life and disability insurance programs
- Paid and unpaid time away from work
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ServiceNow EnhancementsWorkflow AutomationCase ManagementService CatalogAI-Enabled CapabilitiesIntegration SolutionsPerformance Data AnalysisGovernance ComplianceEmployee Self-Service SolutionsOperational Alignment
Soft Skills
LeadershipCommunicationPlanningCollaborationProblem-Solving
Tools & Technologies
ServiceNowHR Portal (Worklife)Cross-Functional Collaboration ToolsTesting ToolsRelease Management Tools
Certifications & Qualifications
Certified Implementation Specialist (HRSD)HR Professional Suite Certification
Industry Keywords
Governance ComplianceService DeliveryEmployee ExperienceHR Technology PlatformsContinuous Improvement