SAP BRIM Operations Project Manager

The BRIM Operations Project Manager will be responsible for IT operations management inclusive of operations release management. Duties include managing and reporting in ServiceNow and Jira, managing business expectations, formalizing scope of the operations releases, proactively monitoring tickets to ensure they are routed correctly, establishing best practices, generating operations reports, coordinating across teams for resolution, following up on stale tickets, ensuring root cause is addressed, hosting operations stand up calls, managing escalations, managing production downtime (planned and unplanned), and release management support for scheduled and emergency release processes.

You will support the Operations IT teams, while coordinating with multiple System Integration vendors who provide operational support on the BRIM product line. You must have expert level experience with ServiceNow, and some experience with Jira reporting. You will need to be able to help analyze tickets to route to the appropriate group for processing, and need excellent communication skills to manage business expectations in the dynamic world of operation support.

The Operations Project Manager must confidently interface and communicate with business, management, product owners, developers, testers, test managers, IT operations, and the PMO on a daily basis. Additionally, a Project Manager must be confident enough to manage up and provide reporting as well as meeting updates as needed to Senior IT management and leadership teams, as well as the business leadership and management teams.

Additional areas of responsibility:

• Manage development and test plans for Operation releases and ServiceNow defects
• Provide regular reporting on development progress and issues
• Resolve blockers
• Manage a change backlog in ServiceNow, including providing reports and metrics from ServiceNow
• Create and publish ServiceNow dashboards to support Operations goals and needs
• Create and manage Jira project backlogs and dashboards for Operations
• Support and follow Release Management processes, including creating Changes in ServiceNow and managing the approval processes
• Track retrofits of changes to 2nd rail systems
• Track activities across multiple BRIM instances
• Report to business on status of tickets and manage business-IT relationship and expectations
• Report to IT management on status of production health, upcoming releases
• Manage risks and resolve issues that affect release scope, schedule and quality
• Measure and monitor progress to ensure operations releases are delivered on time and within budget, and that they meet or exceed expectations
• Coordinate release content and effort based on the ServiceNow backlog, pending service requests, third party applications, or operating system updates
• Manage exception implementation requests for urgent production fixes
• Communicate all key project plans, commitments, and changes including requirements, QA plans, schedule, and scope changes
• Manage relationships and coordinate work between different teams at different locations
• Conduct release readiness reviews, milestone reviews, and business go/no-go reviews as needed
• Produce deployment, run books and implementation plans
• Provide weekly Operations reporting and participate in all scheduled meetings with the business on Operational topics
• Communicate release details and schedules to the business as required
• Work with BRIM project team members to understand impacts of transports in shared environments
• Continually work towards making improvements in the Operations processes
• Perform reverse KT to project teams of operational findings

Qualifications:

• Bachelor s degree in Business Administration, Information Systems or related field
• 2-6 years of previous SAP release and/or project management experience, (Solid understanding of SAP ecosystems and project management principles preferred)
• 8-10 years of experience in SAP information systems operations environment in systems analysis or development, preferably focused on Quote to Cash processes.
• Formal training in project management practices or PMP certification preferred
• Advanced knowledge of ServiceNow including reporting and dashboard creation and ticket management and the ability to create and manage Change Requests in ServiceNow
• Advanced knowledge of software development lifecycle
• Demonstrated ability to coordinate cross-functional work teams toward task completion
• Demonstrated effective leadership and analytical skills
• Advanced written and verbal communication skills are a must - including the ability to present to and communicate with business owners and senior leadership
• General PC knowledge including Microsoft Office expert level knowledge of Excel and other Office products
• Working knowledge of Jira required
• Working knowledge of ChaRM a plus