Senior Technical Manager (163889)

Role Summary:
Responsible for the build of new Technical Accelerators that drive adoption of ServiceNow products.

Responsibilities:

• Design and build accelerator deliverables end-to-end: customer coaching decks, delivery guides, demo scripts, configuration documentation, and enablement videos for one or more ServiceNow product domains (e.g., ITSM, ITOM, CRM, CBS, CMDB, Security, Platform).

• Configure and maintain ServiceNow demo/lab instances to support accelerator content, including guided exercises, reference configurations, and walkthrough environments.

• Follow established quality standards, templates, and brand guidelines to ensure consistency across the accelerator portfolio.

• Participate in progressive review cycles (30%/60%/90% gates) with the Portfolio Manager, incorporating feedback on accuracy, depth, tone, and customer readiness.

• Create delivery enablement materials including recorded walkthroughs and AI delivery readiness content that allow Impact Delivery teams to self-serve on new accelerator launches.

• Collaborate with BU and other subject matter experts to validate technical accuracy and alignment with current product capabilities.

• Participate in pilot deliveries when applicable to validate accelerator effectiveness with real customer scenarios and incorporate feedback prior to general availability launch.

• Contribute to continuous improvement of build processes, templates, and reusable content modules that reduce per-accelerator creation time across the team.

Requirements:

• 2+ years hands-on ServiceNow experience in at least one product domain, with the ability to configure and navigate the platform independently.

• Demonstrated ability to create polished, customer-facing technical content (decks, guides, video walkthroughs). Portfolio or samples expected.

• Comfortable working within defined frameworks and review processes rather than autonomously setting product direction.