ServiceNow Product Operations Lead

Boeing is seeking a ServiceNow Product Operations Lead to provide functional leadership for the HR service delivery platform. This role focuses on dependable product operations, ServiceNow enhancements, and measurable improvements to employee and HR service experiences through ServiceNow capabilities.

Location and Work Model

Seattle, WA (onsite)

Compensation

Salary range: USD 144,500 - 209,300 per year

Role 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 the delivery of ServiceNow enhancements, including requirements definition, 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 support 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.

Required Qualifications

• 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.

Technologies

• ServiceNow
• AI
• Automation capabilities

Preferred Qualifications

• 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.

Benefits

• Generous company match to your 401(k).
• Industry-leading tuition assistance program.
• Fertility, adoption, and surrogacy benefits.
• Up to $10,000 gift match when you support your favorite nonprofit organizations.

Export Control and Eligibility

This position must meet U.S. export control compliance requirements. A “U.S. Person” as defined by 22 C.F.R. §120.62 is required, including U.S. Citizen, U.S. National, lawful permanent resident, refugee, or asylee. The job is US based and US Person required.

Conflict of Interest and Workplace Policies

• Successful candidates must satisfy the Company’s Conflict of Interest (COI) assessment process.
• Boeing is a Drug Free Workplace; post offer applicants and employees may be subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria are met as outlined in company policies.

Additional Employment Details

• Relocation: Relocation assistance is not a negotiable benefit for this position.
• Visa sponsorship: Employer will not sponsor applicants for employment visa status.
• Shift: 1st shift.

Total Rewards Notes

Boeing states it delivers a Total Rewards package that includes 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 programs that provide for paid and unpaid time away from work. Pay is based upon candidate experience and qualifications, as well as market and business considerations. Summary pay range: $144,500–$209,300.