Bachelor's degree in business, Information Technology, or a related field (or equivalent work experience).
Proven experience in project management within the context of IT service management and ServiceNow.
Project Management Professional (PMP) or ITIL certification is beneficial.
Strong analytical, problem-solving, and project management skills. Excellent communication and collaboration skills.
Job Description:
The ServiceNow ITSM Project Manager is responsible for planning, executing, and managing IT service management projects within the ServiceNow platform.
This role involves working closely with stakeholders to define project requirements, design solutions, and ensure the successful delivery of ITSM initiatives.
Project Planning: Define project scope, objectives, and deliverables in collaboration with stakeholders. Develop detailed project plans, schedules, and budgets.
Project Execution: Oversee project teams and resources to ensure project tasks are completed on time and within budget. Monitor and report on project progress, risks, and issues.
Stakeholder Engagement: Collaborate with business stakeholders to understand their IT service management needs. Ensure effective communication and alignment between project teams and stakeholders.
ITSM Process Design: Work with ITSM consultants and analysts to design and optimize IT service management processes within the ServiceNow platform. Ensure that ITIL best practices are followed.
Configuration and Customization: Oversee the configuration and customization of the ServiceNow platform to support ITSM processes. Manage the implementation of ServiceNow applications and modules.
Integration: Collaborate with Integration Developers to ensure seamless integration with other systems and applications. Define integration requirements and oversee integration project tasks.
Testing and Quality Assurance: Plan and oversee testing activities, including functional, integration, and user acceptance testing. Ensure that ITSM solutions meet quality and performance standards.
User Training and Adoption: Plan and conduct user training sessions and support change management efforts to ensure successful adoption of ITSM solutions.
Documentation: Create and maintain comprehensive documentation for ITSM processes, configurations, workflows, and project plans. Develop training materials and user guides. Tools and
Applications: The ServiceNow ITSM Project Manager should be proficient in the following tools.
ServiceNow Platform: In-depth knowledge of the ServiceNow platform, including ITSM, ITOM, ITBM, custom application development, and platform administration.
Project Management Tools: Proficiency in project management tools like Microsoft Project, Jira, or Smartsheet for project planning, tracking, and reporting.
ServiceNow Studio: Familiarity with ServiceNow Studio for customizing and developing applications and configurations.
ITSM Process Design Tools: Knowledge of ITSM process design and modeling tools, such as Visio or Lucid chart.
ServiceNow Flow Designer: Understanding of ServiceNow Flow Designer for creating automated workflows within ITSM processes.
ITIL Framework: Knowledge of ITIL (Information Technology Infrastructure Library) best practices and framework for IT service management.
Change Management Tools: Experience with change management and version control tools for tracking and managing changes to the ServiceNow platform.