ServiceNow Product Operations Lead

Boeing • Mesa, AZ

4d • $144,500 - $209,300 • Onsite

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 to improve employee experience, HR service delivery, and self-service capabilities.

The position serves as a functional lead, providing guidance and support to a Product Support Analyst and partnering with HR, IT, and business stakeholders to drive continuous improvement across the ServiceNow ecosystem. The work includes leading platform operations and governance, coordinating enhancements from requirements through release, improving HR portal and case-management experiences, evaluating ServiceNow AI and automation capabilities, and using operational data to improve service outcomes.

The role is based in Seattle, WA, or Mesa, AZ. The listed shift is Shift 1 (United States of America). Boeing states that relocation assistance is not negotiable and that it will not sponsor employment visa status. The position requires a U.S. Person under the stated export-control definition. It is not safety-sensitive, does not require a security clearance, and is not contingent upon a program award. The summary pay range is $144,500–$209,300.

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 supporting multiple organizations.
• Strong planning, communication, leadership, and stakeholder management skills.
• Must meet U.S. export control compliance requirements as a U.S. Person, as defined in the job posting.
• Successful candidates must satisfy the Company's Conflict of Interest assessment process.

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 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

• Eligible employees may enroll in health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and programs providing paid and unpaid time away from work.
• Competitive base pay and variable compensation opportunities.
• Relocation assistance is not a negotiable benefit for this position.

What This Job Offers

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