Program Manager - ServiceNow

Overview

Hybrid
Depends on Experience
Full Time

Skills

Program Manager
ServiceNow
Incident Management

Job Details

Job Description :

  • Develop comprehensive project plans, including scope, objectives, schedules, and resource allocation for ServiceNow implementations or enhancements.
  • Define project milestones, critical deliverables, and success criteria in collaboration with stakeholders.
  • Oversee project execution to ensure timely and within-budget delivery
  • Lead projects to implement or optimize the ServiceNow Incident Management module, aligning it with ITIL best practices and organizational requirements.
  • Work with stakeholders to define workflows, SLAs, and escalation processes for incident management.
  • Drive integration of the Incident Management module with other ServiceNow modules like Problem Management, Change Management, and Knowledge Management.
  • Identify potential risks to successful project delivery, including scope creep and technical challenges.
  • Develop and execute mitigation strategies for identified risks and issues.
  • Define and track key performance indicators (KPIs) for incident management
  • Provide detailed project reports and dashboards on progress, achievements, and areas of improvement.
  • Continuously assess and improve incident management processes to enhance efficiency and user satisfaction.
  • Organize training sessions and documentation to enable end-users and IT teams to adopt ServiceNow best practices effectively.

Skills

  • Strong expertise in ServiceNow Incident Management workflows and configurations.
  • Excellent project management skills, including proficiency in Agile, Waterfall, or hybrid methodologies.
  • Exceptional problem-solving, analytical, and decision-making abilities.
  • Proven ability to manage stakeholder relationships and drive consensus.
  • 8+ years of project management experience, with at least 2+ years in ServiceNow implementations, particularly in Incident Management.
  • Familiarity with IT Service Management (ITSM) and ITIL frameworks
  • ITIL Foundation certification
  • Project Management Professional (PMP) or Certified ScrumMaster (CSM) certification (preferred).
  • ServiceNow Certified System Administrator or Certified Implementation Specialist (preferred).

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