Our client, a leading financial services client, is hiring an ITSM Project Manager.
Job ID# 81814
Work Location: Alpharetta, GA (hybrid- 3 days a week onsite)
Position Description
We are looking for a motivated and experienced program manager with deep knowledge in the IT Service Management (ITSM) space. The ideal candidate will have a background within the financial services or similarly regulated industry, as well as a solid ServiceNow understanding and background. Activities will range from integration strategy, migration planning, testing and execution. The role will work closely with many different areas of the organization including senior management, technical engineering, risk management and operational support functions. This role requires the PM establishing themselves with key stakeholders as a reliable “source of truth” which will necessitate having an understanding of the subject matter from both a broad and detailed point of view. The candidate will be counted on to drive the effort to consolidate the Firms technology divisions onto a common, existing ITSM instance in ServiceNow. Specifically, the right candidate will help guide process experts to the right implementation approaches which aligns with industry standards and commonly accepted best practices such as ITIL. The candidate must be familiar with all the functions of ITSM, to support the full spectrum integration (Incident, Problem, Request, Change, Release, Configuration [CMDB], IT Asset, Knowledge, and Reporting) and enable alignment with policy and tooling modernization efforts. The candidate will produce project documentation and plans to firm standards, arrange and facilitate project governance, ensure deliverables are met, risks and issues controlled, status communicated and evolving requirements are accounted for through change processes.
Program/Project Management
• Work with business partners, functional/support group partners and stakeholders to create initial project/resource plans and governance for identified initiatives
• Work with business partners, functional/support group partners and stakeholders on creation of key milestones and timelines
• Work with stakeholders to prioritize work and drive milestones to timely execution
• Track and report status on multiple cross-divisional projects/programs across divisions, functions and workstreams
• Raise issues, risks and concerns timely and appropriately to stakeholders
• Document and track change control milestones and tasks for multiple projects and programs
• Manage budget process by coordinating with business partners and functional/support group partners
• Host governance forums including Sr. Executive governance forums, drive discussions and decisions, and assist in action item tracking, project plans, milestones and meeting documentation
• Develop an effective network of relationships across divisions
• Influence and collaborate effectively with project resources not in the same reporting line to achieve common goals
• Operate as a leader in cross functional forums and drive consensus on project, business, and functional issues
Skills Required
• Bachelor’s degree with at least 10 years of technology Project / Program Management experience guiding development of ITSM solutions
• Minimum of 3 years of experience with ServiceNow
• Active participation within and among teams and colleagues distributed globally
• Capable of setting direction and motivating team members outside the direct reporting line
• Able to collaborate well with others, unafraid to provide and receive honest feedback
• Ability to deal with ambiguity and define approaches to bring un-focused issues to resolution
• Excellent problem-solving skills, in particular a methodical approach to deal with problems across distributed systems
• Adaptable to fast changing demands and environments
• Possesses strong quantitative and qualitative analytical skills with a creative and flexible approach to problem solving
• Understands various technology system implementation methodologies (e.g., waterfall, agile etc.)
• Possesses strong time management skills
• Excellent verbal and written (PowerPoint, Excel, Project) communication skills
• Self-motivated and able to work autonomously with a strong sense of ownership and accountability for work
• Keen attention to detail
Skills Desired
• Previous experience with a ServiceNow implementation migration or new ServiceNow implementation
• Experience working with Incident, Problem, Request, Change, Release, Configuration (CMDB), IT Asset, Knowledge, and Reporting in ServiceNow
• Understanding of secure software development concepts, especially in a cloud platform
• Experience within financial industries technology teams or consulting to financial industries technology teams
• Program Management and/or Agile development experience or certification is a plus
• ServiceNow Admin and ServiceNow developer training and certification is a plus
• ITIL experience or certification is a plus