RQ- Project Manager​/Leader - Senior

Contract: 1 Year
Pay Rate: $110–$115/hr Inc.
Location: Metro Hall, 55 John Street, Toronto, ON M5V 3C6 – 15th Floor
Work Model: Hybrid – minimum 3 days/week onsite
Project: Service Now Digital Product Release Management (DPRM)

We are seeking a Senior Project Manager / Leader – Service Now to lead the design, configuration, customization, implementation, and support of a Service Now Digital Product Release Management (DPRM) solution for a large enterprise environment.

The successful candidate will work closely with business stakeholders, product owners, project teams, and technical teams to deliver scalable Release Management solutions aligned with ITIL and enterprise ITSM best practices.

• Lead the design, configuration, customization, and implementation of Service Now DPRM.
• Facilitate stakeholder workshops, requirements gathering, and business process reviews.
• Configure Service Now workflows, Flow Designer, Business Rules, Client Scripts, UI Policies, forms, notifications, dashboards, and reports.
• Design and support integrations with Change Management, CMDB, SPM, Dev Ops, CI/CD tools
  , and other enterprise systems.
• Establish release governance, including release calendars, scheduling, risk/dependency management, and deployment coordination.
• Support solution testing, deployment, production support, and continuous improvement.
• Develop documentation, training materials, operational procedures, and knowledge-transfer resources.
• Provide expert guidance on Service Now, ITSM, Release Management, ITIL, and enterprise governance.

• 7+ years delivering IT Service Management solutions in large, complex enterprise environments.
• 5+ years hands-on Service Now experience
  , including configuration, customization, administration, and implementation.
• Experience with Service Now DPRM or equivalent Release Management solutions
  .
• Strong knowledge of ITIL/ITSM
  , including Incident, Change, Release, Problem, Request, CMDB, and Service Level Management.
• Strong experience with Service Now workflows, Flow Designer, Business Rules, scripting, dashboards, reporting, and Performance Analytics.
• Experience with Service Now integrations, APIs, Dev Ops tools, and CI/CD pipelines.
• Strong understanding of SDLC, testing, deployment, and production support.
• Excellent communication, facilitation, stakeholder management, and problem-solving skills.
• Ability to work independently and within cross-functional teams.

• Service Now Certified System Administrator (CSA) – Required

• Implement and configure the Service Now DPRM solution.
• Develop release workflows, governance controls, automation, reporting, and dashboards.
• Implement enterprise integrations.
• Establish release management processes and governance.
• Support testing, deployment, and production readiness.
• Deliver documentation, training, and knowledge transfer.
• Recommend improvements to release management processes and ITSM practices.

This is a hybrid role
. The successful candidate is expected to work a minimum of 3 days per week onsite at Metro Hall, Toronto, with the remaining time remote, in accordance with the City’s Hybrid Work Program.