ServiceNow Project Manager

About us:

Creative Information Technology Inc (CITI) is an esteemed IT enterprise renowned for its exceptional customer service and innovation. We serve both government and commercial sectors, offering a range of solutions such as Healthcare IT, Human Services, Identity Credentialing, Cloud Computing, and Big Data Analytics. With clients in the US and abroad, we hold key contract vehicles including GSA IT Schedule 70, NIH CIO-SP3, GSA Alliant, and DHS-Eagle II.

Join us in driving growth and seizing new business opportunities!

Position Overview

The objectives of this project:

·        Assess the existing ServiceNow SPM implementation to validate alignment with native ServiceNow functionality, identify opportunities to improve configuration, and recommend enhancements that maximize long-term maintainability while minimizing customization.

·        Design and implement an enterprise Cost Management framework within ServiceNow SPM that enables WSSC Water to estimate project costs during Intake, establish and manage project budgets, capture actual expenditures, manage financial impacts of approved Change Requests, forecast project costs, and provide standardized financial reporting across the project lifecycle.

·        Design and implement an enterprise Resource Management framework that enables standardized resource planning, allocation, capacity management, utilization reporting, and demand forecasting across projects, programs, and the IT portfolio.

·        Implement Cost Management and Resource Management using native ServiceNow functionality wherever practical, favoring configuration over customization to improve long-term sustainability, upgradeability, and supportability.

·        Provide executives, portfolio managers, program managers, and project managers with real-time visibility into project, program, and portfolio financial performance, resource capacity, and investment priorities through standardized dashboards, reporting, and portfolio planning capabilities.

·        Implement Idea Management and the Strategic Planning Workspace to extend the existing Demand-to-Project process into a complete Idea-to-Project lifecycle, enabling strategic investment planning, portfolio prioritization, and funding decisions.

Key Responsibilities

·        Assess the current ServiceNow SPM configuration, workflows, integrations, reports, security, governance, and customizations; identify technical debt and optimization opportunities.

·        Conduct capability demonstrations and stakeholder workshops to validate requirements and align business needs with native ServiceNow functionality.

·        Design future-state processes for Cost Management, Resource Management, Portfolio Planning, Financial Governance, Budgeting, Reporting, and Change Management.

·        Configure Resource Management, including resource pools, roles, skills, capacity, demand, allocation, approvals, dashboards, and workload management.

·        Configure Cost Management, including cost models, cost types, rate cards, budgets, actuals, forecasting, EAC/ETC, variance tracking, and financial reporting.

·        Establish financial governance, including approval workflows, funding controls, variance thresholds, authorities, and audit requirements.

·        Configure project intake and cost estimation for labor, hardware, software, licensing, cloud, vendors, contingency, and total project costs.

·        Implement manual cost and resource data capture, including invoices, purchase orders, labor, resource costs, and approved financial changes.

·        Recommend and document the resource/labor costing methodology, including timecard vs. manual entry and rate maintenance.

·        Configure budget management, including baselines, revisions, funding sources, fiscal-year and multi-year budgets, and version history.

·        Implement financial Change Request management with automated updates to budgets, forecasts, and portfolio financials.

·        Develop native ServiceNow dashboards, KPIs, reports, scorecards, drill-downs, and trend analysis for executive, portfolio, program, project, finance, and resource stakeholders.

·        Establish ServiceNow configuration standards and governance, including naming conventions, documentation, enhancement processes, and operating procedures.

·        Configure role-based security and access controls, approval authorities, financial/resource permissions, executive access, and segregation of duties.

·        Implement Portfolio Financial Planning, including investment planning, funding scenarios, fiscal-year planning, prioritization, strategic planning, and forecasting.

·        Implement Idea Management and Strategic Planning Workspace, including idea intake, screening, prioritization, approvals, idea-to-demand conversion, roadmaps, investment planning, and strategic scoring.

·        Develop and execute SIT/UAT testing, support defect resolution, regression testing, production deployment, and change management.

·        Develop role-based end-user and administrator training, documentation, SOPs, configuration guides, recorded demonstrations, and knowledge-transfer sessions.

·        Provide 30-day post-go-live Hypercare, including issue triage, defect resolution, operational transition, and closeout reporting

Required Skills

·        Strong ServiceNow Strategic Portfolio Management (SPM) experience.

·        Hands-on experience with ServiceNow Cost Management configuration.

·        Hands-on experience with ServiceNow Resource Management configuration.

·        Experience implementing ServiceNow Idea Management.

·        Experience with Strategic Planning Workspace and portfolio planning.

·        Strong ServiceNow configuration skills with emphasis on native/out-of-the-box functionality.

·        Experience with business requirements gathering, analysis, and documentation.

·        Strong future-state business process design and workflow development experience.

·        Experience with project cost, budget, forecasting, and financial management.

·        Experience with resource planning, capacity management, allocation, utilization, and demand forecasting.

·        Experience with portfolio management, investment prioritization, funding scenarios, and strategic planning.

·        Experience developing ServiceNow reports, dashboards, KPIs, and executive scorecards.

·        Knowledge of ServiceNow security, roles, permissions, and role-based access controls.

·        Experience with SIT/UAT, regression testing, defect triage, and remediation.

·        Experience with ServiceNow production deployment and change management.

·        Strong stakeholder management and workshop facilitation skills.

·        Experience developing training materials and delivering end-user/admin training.

·        Strong documentation and knowledge-transfer skills.

·        Experience providing post-go-live hypercare and production support.

·        Ability to work in a hybrid remote/on-premise environment and meet WSSC's background investigation requirements