ITSM Project Manager

Our client, a leading financial services client, is hiring an ITSM Project Manager.Job ID# 81814Work Location: Alpharetta, GA (hybrid- 3 days a week onsite)Position DescriptionWe 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 ManagementWork with business partners, functional/support group partners and stakeholders to create initial project/resource plans and governance for identified initiativesWork with business partners, functional/support group partners and stakeholders on creation of key milestones and timelinesWork with stakeholders to prioritize work and drive milestones to timely executionTrack and report status on multiple cross-divisional projects/programs across divisions, functions and workstreamsRaise issues, risks and concerns timely and appropriately to stakeholdersDocument and track change control milestones and tasks for multiple projects and programsManage budget process by coordinating with business partners and functional/support group partnersHost governance forums including Sr. Executive governance forums, drive discussions and decisions, and assist in action item tracking, project plans, milestones and meeting documentationDevelop an effective network of relationships across divisionsInfluence and collaborate effectively with project resources not in the same reporting line to achieve common goalsOperate as a leader in cross functional forums and drive consensus on project, business, and functional issuesSkills RequiredBachelors degree with at least 10 years of technology Project / Program Management experience guiding development of ITSM solutionsMinimum of 3 years of experience with ServiceNowActive participation within and among teams and colleagues distributed globallyCapable of setting direction and motivating team members outside the direct reporting lineAble to collaborate well with others, unafraid to provide and receive honest feedbackAbility to deal with ambiguity and define approaches to bring un-focused issues to resolutionExcellent problem-solving skills, in particular a methodical approach to deal with problems across distributed systemsAdaptable to fast changing demands and environmentsPossesses strong quantitative and qualitative analytical skills with a creative and flexible approach to problem solvingUnderstands various technology system implementation methodologies (e.g., waterfall, agile etc.)Possesses strong time management skillsExcellent verbal and written (PowerPoint, Excel, Project) communication skillsSelf-motivated and able to work autonomously with a strong sense of ownership and accountability for workKeen attention to detailSkills DesiredPrevious experience with a ServiceNow implementation migration or new ServiceNow implementationExperience working with Incident, Problem, Request, Change, Release, Configuration (CMDB), IT Asset, Knowledge, and Reporting in ServiceNowUnderstanding of secure software development concepts, especially in a cloud platformExperience within financial industries technology teams or consulting to financial industries technology teamsProgram Management and/or Agile development experience or certification is a plusServiceNow Admin and ServiceNow developer training and certification is a plusITIL experience or certification is a plus

Created: 2025-03-08