ServiceNow Project Manager (SPM/ITBM focus)

ServiceNow Project Manager (SPM / ITBM Focus)

We are seeking a high-caliber ServiceNow Project Manager to oversee a strategic portfolio of enhancements and implementations. This role is responsible for driving the ServiceNow Roadmap by partnering with business areas to prioritize the backlog, ensuring all work is executed within the ServiceNow Strategic Portfolio Management (SPM) framework and aligned with Out-of-the-Box (OOTB) best practices.

Position Responsibilities 

·        Portfolio & Demand Management: Oversee the end-to-end lifecycle of project demands within ServiceNow SPM, from initial intake and ideation to project closure and value realization.

·        Process Architecture & Optimization: Consult with SMEs to document current-state workflows, performing gap analyses against ServiceNow CSDM (Common Service Data Model) standards to propose scalable "future-state" processes.

·        Technical Stakeholder Synergy: Maintain productive relationships with ServiceNow Developers, Platform Architects, and ServiceNow Impact/Partner vendors to ensure technical feasibility and alignment.

·        Requirements Engineering: Translate complex business needs into detailed User Stories, Acceptance Criteria, and Functional Requirements within the ServiceNow platform.

·        Governance & Methodology: Apply standard project methodologies (Agile, Waterfall, or Hybrid) to manage sprints, budgets, and timelines, while enforcing Platform Governance to minimize technical debt.

·        ServiceNow Deliverables: Create and maintain essential project artifacts including Process Flow Diagrams, Test Plans (ATF visibility), and automated Status Reports/Dashboards within ServiceNow.

·        Risk & Incident Orchestration: Proactively identify project-level risks and bottlenecks; facilitate root cause analysis and participate in Change Management (CCB) activities to ensure stable deployments.

·        Continuous Improvement: Conduct "Lessons Learned" sessions to refine the ServiceNow implementation maturity and promote the reuse of platform components across different business units.

Position Requirements

·        Experience: 10+ years of professional experience, including 5+ years of dedicated Project Management experience specifically within the ServiceNow ecosystem.

·        Platform Expertise: Experience in ServiceNow Strategic Portfolio Management (SPM/ITBM). Familiarity with ITSM, ITOM, or HRSD modules is a significant plus.

·        Strategic Leadership: Proven ability to manage a Product Backlog, prioritize features based on business value, and influence stakeholders in a fast-paced environment.

·        Tools & Frameworks: Expert-level knowledge of ServiceNow Dashboards/Reporting, as well as the standard MS Office suite (Project, Visio, Excel).

·        ServiceNow Philosophy: A strong commitment to Configuration over Customization and a deep understanding of the ServiceNow release cycle (e.g., Vancouver, Washington DC versions).

·        Education: Bachelor’s degree in IT, Engineering, or Business. PMP or ServiceNow Certified System Administrator (CSA) / Certified Implementation Specialist (CIS) certifications are highly preferred.

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Please apply with your resume in a word file including all your contact details