Servicenow project manager
1 month ago
Service Now Project Manager / Delivery Manager J ob Summary: We are seeking an experienced Service Now Project Manager/Delivery Manager to lead our team in delivering successful Service Now implementations.
In this role, you will be responsible for overseeing all aspects of Service Now 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.
The ideal candidate will have a proven track record of managing Service Now projects, strong leadership skills, and expertise in CSM and FSM implementations.
Responsibilities: Project Planning: Develop comprehensive project plans, including scope, timeline, budget, resource allocation, and risk management, for Service Now implementations focused on Customer Service Management (CSM) and Field Service Management (FSM).
Stakeholder Engagement: Engage with clients, executives, business owners, and other stakeholders to define project objectives, gather requirements, and establish clear communication channels throughout the project lifecycle.
Team Leadership: Lead and motivate cross-functional project teams, including Service Now developers, administrators, testers, and business analysts, to achieve project goals and deliver high-quality solutions.
Resource Management: Allocate resources effectively, including personnel, budget, and technology assets, to ensure project tasks are completed on time and within budget.
Risk Management: Identify project risks and develop mitigation strategies to minimize potential impacts on project scope, timeline, and budget.
Change Management: Manage changes to project scope, requirements, and deliverables, ensuring proper documentation, approval, and communication to stakeholders.
Quality Assurance: Establish and enforce quality assurance processes and standards to ensure that Service Now implementations meet or exceed client expectations and industry best practices.
Vendor Management: Coordinate with third-party vendors, consultants, and subcontractors as needed to support project activities, ensuring alignment with project objectives and contractual agreements.
Project Tracking and Reporting: 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.
Client Satisfaction: Foster positive relationships with clients by providing exceptional customer service, addressing concerns or issues promptly, and ensuring client expectations are met or exceeded.
Knowledge Transfer: Facilitate knowledge transfer sessions for client stakeholders, project team members, and support staff to ensure successful adoption and utilization of Service Now solutions post-implementation.
Continuous Improvement: Identify opportunities for process improvements, lessons learned, and best practices from previous projects, and incorporate them into future Service Now 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 Service Now projects.
Proven experience managing Service Now implementations, with a focus on Customer Service Management (CSM) and Field Service Management (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.
Service Now certifications, such as Certified Implementation Specialist (CIS), Certified Application Developer (CAD), etc.
are highly desirable.
Experience in Service Now Telecommunications Service Management (TSM) is a plus, but not required.
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