ServiceNow Project Manager
1 month ago
We are seeking an experienced ServiceNow Project Manager to lead our team in delivering successful ServiceNow implementations. In this role, you will be responsible for overseeing all aspects of ServiceNow projects, with a focus on Customer Service Management (CSM) and Field Service Management (FSM). You will work closely with clients, stakeholders, and cross-functional teams to ensure projects are completed on time, within budget, and according to quality standards.
Key Responsibilities:
- Develop comprehensive project plans, including scope, timeline, budget, resource allocation, and risk management, for ServiceNow implementations focused on CSM and FSM.
- Engage with clients, executives, business owners, and other stakeholders to define project objectives, gather requirements, and establish clear communication channels throughout the project lifecycle.
- Lead and motivate cross-functional project teams, including ServiceNow developers, administrators, testers, and business analysts, to achieve project goals and deliver high-quality solutions.
- Allocate resources effectively, including personnel, budget, and technology assets, to ensure project tasks are completed on time and within budget.
- Identify project risks and develop mitigation strategies to minimize potential impacts on project scope, timeline, and budget.
- Manage changes to project scope, requirements, and deliverables, ensuring proper documentation, approval, and communication to stakeholders.
- Establish and enforce quality assurance processes and standards to ensure that ServiceNow implementations meet or exceed client expectations and industry best practices.
- Coordinate with third-party vendors, consultants, and subcontractors as needed to support project activities, ensuring alignment with project objectives and contractual agreements.
- Monitor project progress, track key performance indicators (KPIs), and generate regular status reports for project stakeholders, providing updates on milestones, risks, issues, and action items.
- Foster positive relationships with clients by providing exceptional customer service, addressing concerns or issues promptly, and ensuring client expectations are met or exceeded.
- Facilitate knowledge transfer sessions for client stakeholders, project team members, and support staff to ensure successful adoption and utilization of ServiceNow solutions post-implementation.
- Identify opportunities for process improvements, lessons learned, and best practices from previous projects, and incorporate them into future ServiceNow implementations.
Requirements:
- Must have CSA certification.
- Bachelor's degree in Information Technology, Business Administration, or a related field. Master's degree preferred.
- Minimum of 'X' years of experience in project management, with at least 'X' years of experience managing ServiceNow projects.
- Proven experience managing ServiceNow implementations, with a focus on CSM and FSM modules.
- Strong understanding of IT service management (ITSM) principles and best practices, particularly in the areas of customer service and field service operations.
- Project Management Professional (PMP) certification or equivalent project management certification preferred.
- Excellent leadership and team-building skills, with the ability to inspire and motivate cross-functional project teams to achieve project goals and objectives.
- Exceptional communication and interpersonal skills, with the ability to effectively engage with clients, stakeholders, and team members at all levels of the organization.
- Experience in change management, risk management, and quality assurance processes within a project management framework.
- ServiceNow certifications, such as Certified Implementation Specialist (CIS), Certified Application Developer (CAD), etc. are highly desirable.
- Experience in ServiceNow Telecommunications Service Management (TSM) is a plus, but not required.
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