Job Specifications
We are seeking a ServiceNow Technical Project Manager to lead end-to-end delivery of ServiceNow platform implementations and enhancements. The role requires strong project management expertise combined with hands-on understanding of ServiceNow architecture, modules, integrations, and Agile/Hybrid delivery models.
Key Responsibilities
Project & Program Management:
Lead ServiceNow implementation, upgrade, and enhancement projects across ITSM, ITOM, ITBM, HRSD, CSM, SecOps, and Custom Apps.
Define project scope, milestones, timelines, budgets, risks, and dependencies.
Manage multiple workstreams, vendors, system integrators, and internal teams.
Ensure on-time, on-budget delivery with high quality.
Technical & Platform Oversight
Act as the technical liaison between business stakeholders and ServiceNow technical teams.
Oversee ServiceNow architecture, data model, integrations, security, and performance.
Review technical designs, configurations, scripts, and integration approaches.
Ensure adherence to ServiceNow best practices and platform standards.
Agile / Delivery Management
Drive Agile or hybrid delivery using Scrum, SAFe, or Waterfall methodologies.
Facilitate sprint planning, backlog grooming, demos, and retrospectives.
Track delivery metrics (velocity, burn-down, release readiness).
Remove impediments and manage cross-team dependencies.
Stakeholder & Governance
Engage with business leaders, product owners, architects, and operations teams.
Provide clear project status reporting, risk management, and executive dashboards.
Ensure governance, change management, and compliance standards are met.
Support CAB, release management, and production cutover activities.
Must-Have Skills
Required Skills & Qualifications:
Strong experience managing ServiceNow projects as a Technical Project Manager.
Hands-on knowledge of ServiceNow modules:
ITSM (Incident, Problem, Change)
ITOM (Discovery, Service Mapping)
ITBM / SPM
HRSD / CSM (preferred)
Solid understanding of ServiceNow technical components:
CMDB & CSDM
Integrations (REST, SOAP, MID Server)
Scripting (Business Rules, Script Includes, Client Scripts)
Experience with Agile tools (JIRA, Azure DevOps) and ServiceNow Agile modules.
Strong risk, dependency, and vendor management skills.
Nice-to-Have Skills
Experience with ServiceNow platform upgrades and re-architecture.
Knowledge of cloud platforms (AWS, Azure, GCP) and enterprise integrations.
Exposure to DevOps, CI/CD, and Automated Testing Framework (ATF).
Experience in regulated or large enterprise environments.
Certifications (Preferred)
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist (ITSM/ITOM/HRSD/CSM)
PMP / PRINCE2 / SAFe Agilist
ITIL v4 certification