Technical Program Manager Ii - Servicenow Implementation & Administration

Position Title:Technical Program Manager II- ServiceNow Implementation & Administration (P4)

Company Summary  

Crown Castle is the nation’s largest provider of shared communications infrastructure: towers, small cells and fiber. Whenever you make a call, track a workout or stream music and videos, we’re the ones providing the communications infrastructure that makes it possible to transform the way we live and work. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future. Crown Castle is publicly traded on the S&P 500, and one of the largest Real Estate Investment Trusts in the US.

Role

To evolve our network services and offerings, and increasingly delight our customers, it is critical we evolve our internal systems and tools to leverage automation and deliver ease, speed and predictability to our customers.  As Technical Program Manager II, you will be responsible for delivery tools supporting the broader network engineering program, with a focus on the ServiceNow platform.  This may also include a range of other software platforms from third parties beyond ServiceNow, such as IBM Netcool and internally developed proprietary tools.

As a Technical Program Manager, you will assist with implementing and maintaining the ServiceNow Workflow and PM platforms and have overall responsibility for maintaining various engineering systems.  Your primary objective will be to work with business leads and stakeholders to map existing business processes into ServiceNow, create enhanced new business processes, and direct the build of associated workflows within the ServiceNow platform using internal and external agile citizen developers, and overall training for engineering personnel.  You will also be responsible for overseeing the engineering portion of the ServiceNow system including, but not limited to, maintenance, enhancement, and improvement on an ongoing basis.

The Technical Program Manager will also lead efforts with the launch and ongoing management of other engineering systems surrounding business process mapping and identification, data mapping, system development, and other duties as assigned.

Responsibilities

• Leverage technical expertise to develop thorough integrated program plans with key milestones and outcomes: project plans, timelines, milestones, financial management, performance metrics, and/or resource needs for complex programs
• Manage integrated program plans, identify and mitigate risks, solve for dependencies, remove impediments, and ensure timely and smooth program delivery
• Support development of Technical Program standards, governance and framework to ensure delivery predictability and consistency
• Manage budgets, schedules, scope, resource utilization, risks and risk mitigation plans, issues, and delivery to plan for the program
• Operate across teams using the appropriate frameworks to close gaps, remove blocking issues, and ensure successful delivery of major initiatives.
• Conduct program evaluations, including capturing relevant, timely feedback and incorporating successes and areas for improvement into future iterations of the programs. Partnering with the program leads and to determine success metrics and measure impact of each program over time

Expectations 

• Proficiency in ServiceNow software and implementation.
• Clear and thorough oral, written, and interpersonal communication skills, building relationships with stakeholders
• Experience with executing implementation strategy, capturing business and systems requirements and analysis, preparing functional specification documents, solution designing, prototyping, testing, and training
• Strong knowledge of project management methodologies and practices.
• Proficiency in project management software and tools.
• Ability to manage multiple projects simultaneously.
• Knowledge of data security and compliance regulations.

Education/Certifications 

• Bachelor’s degree in a technical discipline (preferably in Computer Information Systems, engineering or computer science)
• PMP Preferred

Experience/Minimum Requirements 

• 5+ years enterprise System Implementation and Administration experience, preferably with ServiceNow
• 5+ years of experience with network operators working in a network engineering technical role preferred
• Led 2+ Enterprise system implementations
• Experience in conceptualizing, designing and delivery of engineering outcomes & program launches across cross functional teams and domains
• Experience co-creating and owning Technical Program roadmap, strategy, and definition
• Experience with executing implementation strategy, capturing business and systems requirements and analysis, preparing functional specification documents, solution designing, prototyping, testing, and training
• Demonstrated ability to drive resolution of complex issues, across multiple vendors and internal teams
• Demonstrated experience in identifying cross dependencies, critical path and using this to prioritize and plan programs

Organizational Relationship 

Reportsto: Sr Manager, Edge Planning

Title(s) of direct reports (if applicable): N/A

Working Conditions: This role falls into our hybrid work model working in the office on Monday through Thursday.  On Fridays, teammates on the hybrid schedule will have the option to work from the office or home.  There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel.

We offer a total benefits package and professional growth development for teammates in any stage of their career. Along with caring for our teammates, we’re an active member in the communities where we live, work and do business. We have a responsibility to give back, which we do through our Connected by Good program. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology.

For New York, Colorado, California and Washington residents the hiring range offered for this position is $113,000- $150,000 annually. In addition to salary, employees are eligible for an annual bonus of up to 20% of annual salary and restricted stock. Employees (and their families) are eligible for medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan. Employees will also receive 18 days of paid time off each year and 12 paid holidays throughout the calendar year.