Overview
Skills
Job Details
Key Responsibilities:
Lead and manage large-scale ServiceNow programs across ITSM, ITOM, HRSD, SecOps, APM, or custom apps.
Coordinate cross-functional delivery teams, including business analysts, architects, developers, and testers.
Partner with ServiceNow product owners and architects to define scope, timelines, and success metrics.
Ensure adherence to best practices around Agile, ITIL, and SDLC methodologies.
Track milestones, risks, issues, dependencies, and resource allocations across multiple workstreams.
Drive platform governance, stakeholder alignment, and roadmap planning in collaboration with leadership.
Oversee vendor/partner performance and ensure compliance with contractual obligations.
Report on program health through executive dashboards, metrics, and status updates.
Coordinate ServiceNow release upgrades, regression testing, and change management.
Contribute to ServiceNow strategy, innovation roadmaps, and continuous improvement initiatives.
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Required Skills & Qualifications:
Bachelor s degree in Computer Science, Engineering, or related field; MBA or Master s preferred.
10+ years of overall IT experience, including 5+ years in Program or Project Management roles.
3+ years of experience managing ServiceNow implementations, upgrades, or enhancements.
Strong understanding of ServiceNow modules such as ITSM, ITOM, CSM, or HRSD.
Working knowledge of ServiceNow data structures, integrations, and platform capabilities.
Proven ability to manage large-scale programs using Agile (Scrum/SAFe) and/or Waterfall methods.
Excellent communication, stakeholder engagement, and vendor management skills.
Experience working with globally distributed teams and matrixed environments.
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Preferred Certifications:
ServiceNow Certified System Administrator (CSA)
ServiceNow Implementation Specialist (any module)
PMP, PRINCE2, or SAFe Agile Certification
ITIL v3/v4 Foundation or Intermediate