ServiceNow Product Operations Lead

Boeing • Seattle, WA

2d

About The Position

The Boeing Company is seeking an experienced ServiceNow Product Operations Lead in Seattle, Washington, or Mesa, Arizona, to provide functional leadership for its HR service delivery platform. The role is responsible for reliable product operations, functional enhancements, and identifying ways to use ServiceNow capabilities to improve employee experience, HR service delivery, and self-service. The position provides functional leadership and support to a Product Support Analyst and partners with HR, IT, and business stakeholders to drive continuous improvement across the ServiceNow ecosystem.

The role leads platform operations and governance, owns delivery of enhancements from requirements through release, and works with HR service delivery partners and capability owners to translate business needs into platform improvements. It also evaluates emerging ServiceNow features, including AI and automation, and uses operational trends and performance data to improve adoption and service outcomes.

The position is based in Seattle, WA, or Mesa, AZ. The listed summary pay range is $144,500–$209,300. Relocation assistance is not negotiable. The role requires meeting U.S. export control requirements as a U.S. Person; visa sponsorship is not available. It is not safety-sensitive and does not require a security clearance.

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.

Nice To Haves

• Bachelor's degree in Information Systems, Human Resources, Business, or a related field, or equivalent experience.
• ServiceNow certifications such as Certified Implementation Specialist (HRSD), HR Professional Suite Certification, or equivalent.
• 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.
• Demonstrated track record of ownership, sound judgment, operational excellence, and continuous improvement.

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.

Benefits

• Competitive base pay and variable compensation opportunities.
• Eligible employees may enroll in benefit programs generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and paid and unpaid time away from work.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed