ServiceNow Product Delivery Governance Lead

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:

The ServiceNow Product Delivery Governance Lead supports the Product Manager and Product Owners by defining and developing the tools and processes to support demand intake, delivery performance metrics and dashboards, backlog standards and procedures, agile routines, and continuous improvement opportunities. The Product Delivery Governance Lead is responsible for the success and delivery excellence of the ServiceNow core platform and ITSM products to ensure best-in-class product delivery consistency, flexibility, and scale.

This job is responsible for planning and coordinating the execution of large program deliverables which requires engagement across multiple organizations. Key responsibilities include communicating target outcomes, coordinating delivery, resource planning, providing visibility of program health, and managing program risks, compliance and financials. Job expectations include ensuring delivery meets the client’s expectations in terms of the target outcomes, timeline, and cost and facilitating sync points between business and technology leaders and Risk and Compliance partners.

Job Responsibilities:
• Develop and maintain the demand intake tools and processes
• Provide product health and delivery metrics / dashboards for monthly business reviews
• Work with Demand analysts to provide visibility to ServiceNow customer demand and translation into product backlogs
• Proactively identify opportunities to enhance existing processes, tools and workflows to improve the efficiency and effectiveness of our product delivery function
• Enhance and maintain the Product Management Playbook for new product owners
• Create routines, training, and playbooks for the expansion of our Product team
• Process design excellence to support continuous improvement across product delivery
• Design and implement governance standards and processes to ensure consistency of Product backlogs and artifacts
• Maintain product catalog and ecosystem to simplify product engagement and delivery
• Support ServiceNow and ITSM product planning activities with delivery insights
• Create consistent product delivery materials and routines for horizontal functions
• Collaborates with scrum masters, engineering managers, and product owners to continuously improve delivery efficiency and velocity
• Collaborates with the Head of Product Management to ensure governance supports overall product strategy, objectives and key results

Additional Responsibilities:
• Leads and coordinates routines to support delivery of large programs, such as kick-offs, status reviews, stakeholder meetings, change controls, and tollgates
• Broadens relationships with business and technology leaders across multiple organizations, as well as Compliance and Risk
• Establishes target outcomes in partnership with stakeholders and leaders
• Tracks success metrics and provides status updates to stakeholders and leadership pertaining to the target outcomes, delivery, performance, risks, issues, and schedule
• Collaborates with sponsors and stakeholders to ensure that execution is aligned with deliverable requirements
• Manages program financials and supports resource planning
• Ensures adherence with Enterprise Change Management standards

Skills:
• Collaboration
• Project Management
• Result Orientation
• Solution Delivery Process
• Stakeholder Management
• Analytical Thinking
• Business Acumen
• Financial Management
• Influence
• Risk Management
• Agile Practices
• Data Management
• Technical Strategy Development
Required Qualifications:
• 3+ years of experience in one or a combination of ServiceNow, ITSM, program/project management, product management, agile training, business support
• Expert technical knowledge of Jira
• Strong communication skills both written and verbal
• Strong analytical and problem-solving skills with the ability to prioritize and manage multiple tasks in a fast-paced environment
• Ability to navigate across complex organizations and bring order to chaos
• BPMN – business process model and notation
• Technical writing skills

Desired Qualifications:
• 2+ years ServiceNow implementation experience
• Experience working in banking or other highly regulated industry
• Experience in Business Transformation projects, ServiceNow, or ITSM

Shift:
1st shift (United States of America)

Hours Per Week:
40