USAA Real Estate

ServiceNow Program Manager

Job Location US-TX-San Antonio
# of Openings

Company Overview

Acquiring, developing, financing and managing quality real estate investments since 1982, USAA Real Estate provides superior returns investing across the risk spectrum, with expertise in office, industrial, multi-family, retail and hotel assets. Aligned with more than 100 investment partners across the world, we maintain an “Investor First” mindset with our significant co-investment in all programs. USAA Real Estate has achieved a track record of success living up to the high standards set at USAA and sharing its mission and culture of service. USAA Real Estate is headquartered in San Antonio, Texas.

Job Description

The ServiceNow Project Manager will be tasked with designing and operationalizing the proper governance that will enable the organization to be strategic in the use of the ServiceNow platform.

  • Technical: establishes standards to ensure the platform is technically sound and following good practices to ensure upgradability, usability, manageability, performance, and scalability
  • Strategy: establishes governing bodies and activities that align the platform with the overall business strategies
  • Portfolio: establishes the processes and documentation related to the management of services provided on the platform
  • Convergence: focuses on the integration of the ServiceNow platform with the enterprise standards and data management between other systems


The Framework Should Be Designed to Drive the Following

The ServiceNow/IT Program Manager will implement an overarching framework to provide the necessary guidance and structure that allows for the program to move quickly while continuing to focus on long-term goals and value realization.

  • Align stakeholders on strategy, goals, and execution
  • Drive and shape demand for ServiceNow platform consumption
  • Measure and assess value realization
  • Understand ServiceNow's place in the larger technology landscape
  • Supports adoption across the organization

Key Responsibilities

  • Ability to elevate the ServiceNow program from a tactical tool deployment to a key strategic platform with within the organization that properly supports the businesses’ current needs and future needs
  • Develops detailed program/project execution plan and manages all implementation processes including resource allocation, progress tracking, monitoring change control process, testing, documentation, training and on-time delivery 
  • Drives continual improvements and platform optimizations by staying up to date on latest releases and possible opportunities for expansion; maintains system and data integrity by defining and implementing best practices for upgrades, performance and scalability
  • Develops use cases and leads efforts for requirements gathering for identified ServiceNow solution opportunities; enables alignment to organizational goals and vision
  • Provides overall communication and interfaces with all areas affected by the program/project including cross-functional stakeholders, business sponsors and vendors
  • The ability to build an IT business case and socialize it on C-level with ROI metrics and other supporting information
  • Manages platform release strategy and roadmap in collaboration with IT and the business
  • Manages AGILE for IT Business Applications
  • Additional duties, as assigned

At USAA Real Estate our employees enjoy generous benefits packages including comprehensive medical, dental and vision plans, 401k, educational and professional designation assistance, business casual dress attire and much more! Qualified applicants must successfully complete a pre-employment background and drug screen. The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.


USAA Real Estate is an Equal Opportunity and Affirmative Action Employer of Females, Minorities, Veterans and Disabled.


Essential Requirements

  • Bachelors degree with 5+ years of relevant experience and at least 3 years of that dedicated to running technical programs/projects
  • 3+ years of ServiceNow application development
  • Practitioner experience running Agile teams in scrum or scaled Agile frameworks
  • Excellent communication, problem solving, conflict / resolution management, active listening, time management, and interpersonal skills required
  • Present at all levels - daily stand ups to Steering Committee levels
  • In-depth experience building/implementing large-scale programs, projects, and/or transformational initiatives to enable a business function
  • Experience with multiple implementations of ServiceNow
  • Knowledge of product roadmaps and platform management for ServiceNow
  • Experience with technical services migration and transformational programs
  • Facilitation skills in leading planning meetings, reviews, and retrospectives
  • Qualifications may warrant placement in different job title

Desired Requirements

  • Hands-on experience in JavaScript, XML and HTML
  • ITIL V3 Foundation Certification or greater
  • PMP certification or Certified Scrum Master
  • Lean Six Sigma Certification– Green Belt or higher
  • ServiceNow Certified Implementation Specialist Certification
  • Expert level knowledge and speed with MS Office products particularly Visio, Excel, Word, and PowerPoint 
  • Experience implementing ITIL or ITSM-related enterprise softwaresuch as ServiceNow or Remedy
  • Ability to present a business case and communicate to C-level executives as well as to technical resources 
  • 1-2 years of investment management or commercial real estate industry experience
  • Exposure to Yardi or Argus
  • Additional duties as assigned

Key Characteristics


  • Ability to build and maintain relationships with business counterparts and provide excellent customer service
  • Ability to work both independently and in a team-oriented, collaborative environment
  • Ability to build an IT business case and effectively sell it though-out the organization
  • Ability to develop a platform the aligns with the data strategy



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