ServiceNow Product Operations Lead

About the Role

The Boeing Company is seeking an experienced ServiceNow Product Operations Lead in Seattle, WA or Mesa, AZ to provide functional leadership for the HR service delivery platform. This role will ensure reliable product operations, lead functional enhancements, and identify opportunities to leverage ServiceNow capabilities to enhance the employee experience, improve Human Resources (HR) service delivery, and expand self-service capabilities.

Responsibilities

• 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
• Identify opportunities to improve employee and HR service experiences through enhancements to the HR Portal (Worklife), case management, self-service capabilities, workflow automation, and system integrations
• Evaluate and leverage emerging ServiceNow functionality, including AI and automation capabilities, to support business objectives and improve operational efficiency
• 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 alignment with governance and operational objectives

Requirements

• 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

Qualifications

• Bachelor's degree in Information Systems, Human Resources, Business, or a related field, or equivalent experience (preferred)
• ServiceNow certifications such as Certified Implementation Specialist (HRSD), HR Professional Suite Certification, or equivalent (preferred)
• Experience with ServiceNow HR Service Delivery (HRSD), Employee Center, service catalog, and case management capabilities (preferred)
• Experience supporting HR technology platforms, employee self-service solutions, and enterprise service delivery environments (preferred)
• Knowledge of ServiceNow integrations, automation solutions, AI-enabled capabilities, and workflow optimization (preferred)
• Demonstrated track record of ownership, sound judgment, operational excellence, and continuous improvement (preferred)

Pay

Summary pay range: $144,500– $209,300. Pay is based upon candidate experience and qualifications, as well as market and business considerations.

Export Control Requirements: This position must meet U.S. export control compliance requirements. A “U.S. Person” as defined by 22 C.F.R. 120.62 is required. This includes U.S. Citizen, U.S. National, lawful permanent resident, refugee, or asylee.

Relocation assistance is not available for this position. Visa sponsorship is not available for this position.