Technical Program Manager – ServiceNow (BA + PM Hybrid)

Description and Requirements

Employer :   Lenovo Japan, LLC

Work location :   Akihabara UDX (Tokyo); (3 onsite and 2 remote days in a week could be applicable)

Smoking :   Not allowed in the office, but smoking room is available in 5th floor of Akihabara UDX

Employment condition :  Permanent Staff (Probation period : 6 months)

Expected salary :  Depending on the current salary and experience, we would make our decision

Overtime allowance :  Not applicable

Working hours :    9 : 00-17 : 45 (Rest time : 1 hour (12 : 00-13 : 00))

Holidays :   Saturday, Sunday, national holidays, year-end holiday, established anniversary day, special holiday, and compensatory holiday

Social insurance and benefits : Comprised of Pension, Health, Unemployment and Worker's Accident Compensation, Defined-contribution pension, property accumulation savings, Lenovo employee group life insurance, etc. Key Responsibilities :

• Act as the primary representative of business requirements within the IT organization and delivery teams.
• Collaborate with business users, developers, solution architects, and customers to capture, analyze, and validate business processes, functional needs, and SOPs.
• Drive end-to-end lifecycle of ServiceNow implementation : from requirement gathering to deployment and post-go-live support.
• Serve as SME for the functionality / features being delivered and provide L3 support insights to production support teams.
• Proactively manage project risks, escalate issues, and work with Product Owners to define and execute mitigation plans.
• Create and deliver documentation including End User Training (EUT), Key User Training (KUT), and support knowledge base articles.
• Collaborate with regional customer transition teams and pre-sales architects to review deal pipelines and translate them into implementation roadmaps.
• Partner with Technical Solution Architects to validate deal scope, technical feasibility, and budget alignment.
• Develop and maintain comprehensive project governance artifacts including milestone plans, RACI, stakeholder comms plans, and risk registers.
• Ensure strong alignment with ITIL v3 / 4-based Service Delivery processes and coordinate with Ops teams for smooth cutover and support transition.

Required Skills & Experience :

Additional Locations :