Job Description

Our client is seeking an experienced ServiceNow Project Manager to lead the planning, coordination, governance, and delivery of projects and development initiatives across an enterprise ServiceNow environment in a remote work arrangement.

This position will oversee the full ServiceNow delivery lifecycle, from demand intake and project planning through Agile development, testing, release management, platform upgrades, production deployment, and operational transition.

 

The successful candidate will combine strong IT project management experience with hands-on ServiceNow knowledge. You will coordinate technical teams and business stakeholders, manage complex project dependencies, maintain visibility into risks and deliverables, and help ensure ServiceNow initiatives are delivered successfully from initial requirements through production.

What You Will Do in This Role

The ServiceNow Project Manager will lead and coordinate ServiceNow projects and development initiatives, ensuring technical workstreams remain aligned with approved requirements, schedules, milestones, quality standards, and customer expectations.

Responsibilities include:

• Lead the planning, coordination, governance, and delivery of ServiceNow projects and development initiatives.
• Develop and maintain integrated project plans, schedules, milestones, dependencies, resource assignments, deliverables, acceptance activities, and deployment plans.
• Maintain visibility into project scope, schedules, resources, risks, issues, dependencies, decisions, changes, testing, releases, deliverables, and milestones.
• Coordinate ServiceNow architects, developers, implementation specialists, administrators, business analysts, testers, cybersecurity personnel, business owners, and other stakeholders.
• Manage ServiceNow demand intake, evaluation, prioritization, approval, and conversion into projects or development activities.
• Use ServiceNow capabilities, including Demand Management, Strategic Portfolio Management/Project Portfolio Management (SPM/PPM), and Agile Development, to track and manage project activities.
• Ensure projects, epics, features, user stories, tasks, defects, risks, issues, decisions, dependencies, changes, and milestones are appropriately documented and maintained.
• Establish traceability between approved requirements, user stories, development activities, testing, releases, and project deliverables.
• Coordinate testing and User Acceptance Testing (UAT) activities as appropriate.
• Coordinate technical activities to ensure work is properly scheduled, documented, tested, approved, and delivered in accordance with project and platform requirements.
• Partner with ServiceNow platform and technical leadership to ensure project management and governance processes align with approved technical architecture, platform standards, and customer requirements.
• Plan and coordinate ServiceNow releases, production deployments, change-management activities, and platform upgrades.
• Identify and manage project risks, issues, dependencies, and changes while providing timely escalation when necessary.
• Provide project status reporting and communicate progress, risks, milestones, and delivery concerns to customer and organizational leadership.
• Ensure technical workstreams operate as an integrated project and satisfy approved requirements, milestones, deliverables, quality requirements, and acceptance criteria.

What You Will Bring

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, a related technical discipline, or equivalent relevant professional experience.
• 8+ years of experience supporting or managing large-scale IT projects.
• At least 2 years of experience leading project teams.
• Demonstrated experience managing projects or development initiatives involving the ServiceNow platform.
• Hands-on experience using ServiceNow to manage project workflows, track tasks and deliverables, maintain project records, and produce status reports.
• Experience working within Agile development environments and using Agile methodologies and tools to track progress and manage timelines.
• Strong understanding of IT infrastructure and governance principles.
• Experience coordinating multidisciplinary technical teams and managing dependencies across multiple technical workstreams.
• Strong project planning, organization, risk management, problem-solving, and stakeholder-management skills.
• Strong written and verbal communication skills with the ability to work effectively with technical teams, business stakeholders, customers, and leadership.

Preferred Qualifications

• PMP, Certified ScrumMaster (CSM), ITIL, or comparable project or service-management certification.
• Experience with ServiceNow Strategic Portfolio Management (SPM/PPM), Demand Management, or Agile Development capabilities.
• Experience coordinating ServiceNow platform upgrades, releases, change management, and production deployments.
• Experience supporting complex enterprise, government, or other highly structured IT environments.

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