ServiceNow Product Operations Lead

Service Now Product Operations Lead Company:
The Boeing Company The Boeing Company is seeking an experienced Service Now 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 Service Now 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 Service Now ecosystem.

• Lead functional operations of the Service Now 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 Service Now 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 Service Now 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 Service Now 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

• 5+ years of experience leading Service Now 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

• Bachelor’s degree in Information Systems, Human Resources, Business, or a related field, or equivalent experience
• Service Now certifications such as Certified Implementation Specialist (HRSD), HR Professional Suite Certification, or equivalent
• Experience with Service Now 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 Service Now 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.

At…