Experience-10+years
Job Description
Position Overview
We are seeking an experienced ServiceNow Project Manager with 15+ years of comprehensive project management experience to lead complex ServiceNow implementations, upgrades, and optimization initiatives. The ideal candidate will have deep expertise in ServiceNow platform capabilities, strong leadership skills, and a proven track record of delivering successful enterprise-level projects.
Key Responsibilities
Project Leadership & Management
- Lead end-to-end ServiceNow implementation projects from initiation through deployment and post-go-live support
- Develop comprehensive project plans, timelines, resource allocation, and risk mitigation strategies
- Manage project scope, budget, and timeline adherence while ensuring quality deliverables
- Coordinate cross-functional teams including developers, architects, business analysts, and stakeholders
- Facilitate project governance meetings, steering committees, and executive reporting
- Ensure adherence to project management methodologies (Agile, Waterfall, or hybrid approaches)
ServiceNow Platform Expertise
- Oversee ServiceNow platform implementations across multiple modules (ITSM, ITOM, ITBM, CSM, HR, Security Operations, etc.)
- Guide technical teams in ServiceNow best practices, configuration standards, and platform optimization
- Collaborate with ServiceNow architects and developers on technical solution design
- Ensure compliance with ServiceNow governance and change management processes
- Manage ServiceNow platform upgrades, patches, and maintenance activities
- Oversee integration projects between ServiceNow and other enterprise systems
Stakeholder Management
- Serve as primary liaison between business stakeholders, IT teams, and executive leadership
- Conduct regular stakeholder meetings and provide project status updates
- Manage expectations and communicate project risks, issues, and dependencies
- Facilitate requirements gathering sessions and workshops
- Ensure business requirements are properly translated into technical specifications
Team Leadership & Development
- Lead and mentor project team members, including junior project managers and coordinators
- Provide guidance on ServiceNow best practices and project delivery methodologies
- Foster collaborative team environment and promote knowledge sharing
- Conduct performance evaluations and support professional development initiatives
Quality Assurance & Risk Management
- Establish and maintain project quality standards and deliverable reviews
- Identify, assess, and mitigate project risks throughout the project lifecycle
- Ensure proper testing strategies, UAT coordination, and defect resolution
- Implement change control processes and manage scope changes effectively
- Maintain comprehensive project documentation and lessons learned repositories
Required Qualifications
Experience Requirements
- 12-15 years of overall project management experience with at least 8+ years focused on ServiceNow implementations
- Minimum 5+ years managing large-scale ServiceNow enterprise deployments (500+ users)
- Proven experience with multiple ServiceNow modules and platform versions
- Experience managing ServiceNow upgrades, migrations, and platform optimization projects
- Track record of delivering complex, multi-phase ServiceNow implementations on time and within budget
Technical Skills
- Deep understanding of ServiceNow platform architecture, capabilities, and limitations
- Strong knowledge of ServiceNow modules: ITSM, ITOM, ITBM, CSM, HR Service Delivery, Security Operations
- Experience with ServiceNow integrations (REST/SOAP APIs, MID Server, Import Sets, etc.)
- Understanding of ServiceNow development practices, workflows, and customization best practices
- Familiarity with ServiceNow reporting, dashboards, and analytics capabilities
- Knowledge of ITIL processes and service management principles
Project Management Skills
- PMP, Prince2, or equivalent project management certification required
- ServiceNow certifications (CSA, CIS, CAD) highly preferred
- Strong proficiency in project management tools (MS Project, Jira, Smartsheet, etc.)
- Experience with Agile/Scrum methodologies and tools
- Excellent budget management and resource planning capabilities
Leadership & Communication
- Exceptional leadership and team management skills
- Outstanding verbal and written communication abilities
- Strong presentation skills for executive-level audiences
- Proven ability to influence and negotiate with stakeholders at all levels
- Experience managing geographically distributed teams
- Conflict resolution and problem-solving expertise
Business Acumen
- Understanding of enterprise IT service management processes
- Experience in change management and organizational transformation
- Knowledge of compliance requirements (SOX, GDPR, etc.) as they relate to ServiceNow
- Ability to translate business requirements into technical solutions
- Experience with vendor management and contract negotiations
Preferred Qualifications
- Bachelor's degree in computer science, Information Technology, Business Administration, or related field
- Master's degree or MBA preferred
- ServiceNow Certified Implementation Specialist (CIS) in multiple applications
- Experience with ServiceNow Performance Analytics and Predictive Intelligence
- Knowledge of cloud platforms (AWS, Azure, GCP) and their integration with ServiceNow
- Experience in regulated industries (Financial Services, Healthcare, Government)
- Previous consulting experience with ServiceNow implementations
