Senior Project Manager; ServiceNow

ABOUT US:

At Intact Technology, we are driven by a shared commitment to customer success, employee fulfillment, and meaningful impact. We believe that the combination of human ingenuity and intelligent tools allows us to deliver smarter solutions, faster outcomes, and exceptional value for our clients and partners.

Our culture celebrates individuality, autonomy, and empowerment, giving every team member the freedom to think creatively, act boldly, and leverage intelligent tools to amplify their impact.

We recognize that our people are our greatest strength. Our dedication to employee well‑being is reflected in our flexible work environment, comprehensive benefits, and investment in continuous learning and career growth. Whether collaborating in person or through digital platforms, we’re building a culture where people and cutting‑edge technology work together to push the boundaries of what’s possible.

We’re hiring a Project Manager to drive successful delivery of Service Now transformation initiatives for our clients.

This role is centered on structured, outcome-based delivery of baseline ITSM capabilities, with defined coordination across ITOM, ITAM, and HRSD initiatives. You will manage end‑to‑end execution of Service Now engagements, ensuring alignment to scope, schedule, budget, and measurable operational outcomes.

You will serve as the primary client‑facing project lead while maintaining strong internal delivery discipline and team accountability.

TO BE SUCCESSFUL HERE YOU WILL:

• Manage projects focused on core ITSM capabilities (Incident, Problem, Change, Request, Knowledge, CMDB, Service Catalog).
• Ensure delivery aligns to measurable operational improvements such as SLA attainment, reduced MTTR, improved change success rate, and strengthened CMDB maturity.
• Coordinate cross‑functional efforts spanning:
  • ITOM (Discovery, Service Mapping, Event Management)
  • ITAM (asset lifecycle management, compliance, inventory governance)
  • HRSD (employee case management, service delivery workflows)
• Maintain clear alignment between business objectives and platform execution.

• Develop and manage detailed project plans aligned to contractual scope and customer requirements.
• Track schedule, budget, risks, dependencies, and resource allocation.
• Facilitate issue resolution and proactively manage project risks.
• Support Agile/Scrum ceremonies and structured delivery practices.
• Maintain documentation, reporting, and governance standards consistent with consulting best practices.

• Build and maintain strong client and subcontractor relationships.
• Serve as the primary point of contact for project stakeholders.
• Communicate status, risks, and outcomes clearly and consistently.
• Ensure delivery of high‑quality work and a positive customer experience.

• Provide performance feedback and development support to project team members.
• Foster accountability, collaboration, and continuous improvement.
• Promote Intact’s culture and values within each engagement.

• 5+ years of progressive experience in a project management role
• Experience managing Service Now delivery engagements, particularly ITSM‑focused implementations
• Working familiarity with ITOM, ITAM, and/or HRSD initiatives
• Experience managing delivery teams in a consulting environment
• Strong understanding of IT Service Management (ITSM) principles and IT operational processes
• Experience working with commercial and/or federal clients
• Bachelor’s degree in Business Administration or related field (or equivalent experience)
• Excellent written and verbal communication skills
• Strong interpersonal skills and emotional intelligence
• Ability to manage competing priorities and perform under pressure.

• PMP, PMI‑ACP, or similar project management certification
• Service Now platform familiarity or certification
• Experience managing fixed‑price and/or outcome‑based engagements
• Experience coordinating subcontractors or multi‑vendor teams

• We take ownership in our customers’ success, delivering excellence with purpose and precision, every…