ServiceNow Product Operations Lead

Boeing; Mesa (AZ); On-site; USD 145,000 - 209,000; Full time

Job summary

The Boeing Company seeks an experienced ServiceNow Product Operations Lead to drive HR service delivery enhancements. Role is based in Seattle, WA or Mesa, AZ and requires leading functional operations for the HR ServiceNow platform.

You will guide a Product Support Analyst, collaborate with HR and IT, and deliver continuous improvements across the ServiceNow ecosystem, leveraging AI and automation where appropriate.

Qualifications

• 5+ years leading ServiceNow platform support.
• 5+ years partnering with cross-functional teams on projects and initiatives.
• 4+ years in lead, focal or product owner role.
• Strong analytical and problem-solving skills.
• Ability to manage ambiguity and changing priorities in a fast-paced environment.
• Strong planning, communication, and stakeholder management skills.

Responsibilities

• Lead functional operations of the ServiceNow platform with governance and reliability focus.
• Provide guidance and direction to a Product Support Analyst and cross-functional teams.
• Own delivery of ServiceNow enhancements from requirements to release readiness.
• Partner with HR and capability owners to translate business needs into improvements.
• Identify opportunities to enhance HR Portal and self-service capabilities.
• Evaluate emerging ServiceNow functionality, including AI and automation.

Skills

ServiceNow leadership

Cross-functional collaboration

Analytical skills

Problem solving

Planning & prioritization

Stakeholder management

Education

Bachelor's degree

Tools

ServiceNow HRSD

HR Service Delivery

Workflow automation

Job description

ServiceNow Product Operations Lead

Company:

The Boeing Company

The Boeing Company is seeking an experienced ServiceNow Product Operations Lead in Seattle, WA or Mesa, AZ to provide functional leadership for the HR service delivery platform.

This role will be responsible for ensuring reliable product operations, leading functional enhancements, and identifying opportunities to leverage ServiceNow capabilities to enhance the employee experience, improve Human Resources (HR) service delivery, and expand self-service capabilities.

This position serves as a functional lead, providing guidance and support to a Product Support Analyst while partnering with HR, Information Technology (IT), and business stakeholders to deliver continuous improvement across the ServiceNow ecosystem.

Position 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

BasicQualifications (Required Skills/Experience):

• 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

Preferred Qualifications (Desired Skills/Experience):

• 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

Conflict of Interest:

Successful candidates for this job must satisfy the Company’s Conflict of Interest (COI) assessment process.

Drug Free Workplace:

Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.

Pay & Benefits:

At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent. Elements of the Total Rewards package include competitive base pay and variable compensation opportunities.

The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work.

The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

Pay is based upon candidate experience and qualifications, as well as market and business considerations.

Summary pay range: $144,500– $209,300

Language Requirements:

Not Applicable

Education:

Not Applicable

Relocation:

Relocation assistance is not a negotiable benefit for this position.

Export Control Requirement:

This position must meet U.S. export control compliance requirements. To meet U.S. export control compliance requirements, a “U.S. Person” as defined by 22 C.F.R. §120.62 is required. “U.S. Person” includes U.S. Citizen, U.S. National, lawful permanent resident, refugee, or asylee.

Safety Sensitive:

This is not a Safety Sensitive Position.

Security Clearance:

This position does not require a Security Clearance.

Visa Sponsorship:

Employer will not sponsor applicants for employment visa status.

Contingent Upon Award Program

This position is not contingent upon program award

Shift:

Shift 1 (United States of America)

Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

Boeing Participates in E – Verify

• E-Verify (English)
• E-Verify (Spanish)

Right to Work Statement

• Right to Work(English)
• Right to Work(Spanish)