ServiceNow Project Manager

Duties and Responsibilities:
The Office of the Chief Technology Officer (OCTO) is seeking an experienced ServiceNow Project Manager / Business Analyst to lead and support the delivery of ServiceNow initiatives from concept to implementation.
This role will oversee project planning, requirements gathering, and stakeholder coordination while ensuring solutions align with industry best practices and OCTO s IT service management goals. The ideal candidate has deep ServiceNow platform expertise, strong analytical and communication skills, and a proven ability to guide cross-functional teams through design, development, testing, and adoption activities. Responsibilities include managing project timelines, facilitating requirements and design sessions, validating configurations, supporting organizational change management, and ensuring successful delivery of highquality ServiceNow enhancements.

Responsibilities:
Lead end-to-end delivery of ServiceNow initiatives from intake and scoping through design, development, testing, training, deployment, and stabilization, ensuring alignment with OCTO s ITSM strategy and governance models.
Manage project timelines, milestones, risks, and communications; coordinate cross-functional teams, including technical developers, architects, product owners, and business stakeholders.
Ensure project activities follow industry best practices, ServiceNow implementation standards, and District/OCTO delivery frameworks.
Conduct requirements elicitation sessions (workshops, interviews, JAD sessions) to document business, functional, and technical requirements for new or enhanced ServiceNow modules, workflows, and integrations.
Translate business processes into detailed process flows, user stories, acceptance criteria, and configuration specifications; validate alignment with ITIL/ITSM processes.
Apply expert-level knowledge of ServiceNow (platform configuration, catalog items, forms, workflows, dashboards, reporting, and core ITSM modules such as Incident, Problem, Change, Service Catalog, HAM/SAM/CMDB) to design optimal, scalable solutions.
Validate platform configurations and assist technical teams with data modeling, enhancements, integrations, and custom development efforts.
Partner with technical staff to confirm feasibility, identify design constraints, and streamline configuration and implementation processes.
Build trusted relationships with business owners, program leadership, and technical teams; serve as primary liaison for requirements, prioritization, design decisions, and issue resolution.
Support Organizational Change Management (OCM) efforts by communicating futurestate workflows, facilitating solution demonstrations, developing training materials, and delivering end user training sessions.
Maintain all project artifacts including requirements, design documents, test evidence, meeting notes, training materials, and status reports.
Prepare dashboards, performance reports, KPIs, and analytics using ServiceNow reporting, Performance Analytics, or complementary BI tools (e.g., PowerBI).
Ensure compliance with District policies, OCTO standards, contractual obligations, and quality management processes.
Identify opportunities to streamline workflows, improve data integrity, optimize IT service management processes, and enhance user experience across the ServiceNow ecosystem.
Support portfolio planning, solution roadmapping, and operational readiness activities; provide expert recommendations on module adoption, process maturity, and platform enhancements.

Core Qualifications
Strong oral and written communications skills
Supervisory experience working with a diverse internal and client teams
Client presentation development; executive presence
Ability to produce technical documentation utilizing the MS office suite including collaboration tools
Understanding of change management, configuration management, and release management as it relates to ITIL
Experience managing relationships, operating procedures and service level agreements with clients and coworkers
Customer relationship management experience
Experience in test plan creation and execution, including automated test scripts
ITIL foundations certification
Experience implementing systems using the agile/scrum methodology
Experienced in the system development life cycle (SDLC) processes including client requirement analysis and system design
Experience designing and implementing it and non-it related process workflows, procedures and technical standards
Administration of a ServiceNow instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revisions