RQ- Project Manager​/Leader - Senior

Must Haves:

• Experience assessing current-state processes and developing future-state ITSM operating models, governance frameworks, process improvements, and service management best practices.
• Experience designing and implementing integrations using Service Now APIs and integration technologies with DPRM, Change Management, CMDB, Strategic Portfolio Management (SPM), Dev Ops tools, CI/CD pipelines, and other enterprise systems.
• Experience establishing and supporting enterprise release governance processes, including release planning, scheduling, release calendars, risk assessments, dependency management, deployment coordination, and post-release reviews.
• Knowledge of enterprise technology environments, including cloud services, network infrastructure, applications, cybersecurity controls, telecommunications, collaboration platforms, and information management technologies.
• Certifications
  
  Required:
  
  1. Service Now Certified System Administrator (CSA)
• extensive Release Management experience

Description

Qualifications and Experience:

· Minimum seven (7) years of experience consulting on and delivering IT Service Management (ITSM) solutions in large, complex enterprise environments, including process design, implementation, configuration, and operational support.

· Minimum five (5) years of hands-on Service Now experience, including configuration, customization, administration, and implementation of ITSM modules and platform capabilities.

· Proven experience facilitating stakeholder workshops, conducting business process reviews, and gathering requirements to translate business and operational needs into Service Now solution designs and technical configurations.

· Experience assessing current-state processes and developing future-state ITSM operating models, governance frameworks, process improvements, and service management best practices.

· Proven ability to develop and deliver training materials, user guides, operational procedures, knowledge-transfer sessions, and support documentation for business and technical stakeholders.

· Excellent written, verbal, facilitation, and stakeholder engagement skills.

· Demonstrated ability to work independently and collaboratively within diverse, cross-functional project teams.

Technical Capabilities:

· Extensive experience configuring, customizing, and administering the Service Now platform and IT Service Management (ITSM) modules.

· Experience implementing and supporting Service Now Digital Product Release Management (DPRM) or equivalent Release Management solutions.

· Strong knowledge of ITIL and ITSM best practices, including Incident Management, Change Enablement, Release Management, Problem Management, Service Request Management, Configuration Management (CMDB), Service Level Management, Availability Management, Capacity Management, and IT Service Continuity Management.

· Advanced experience configuring and customizing Service Now workflows, Flow Designer, Business Rules, Client Scripts, UI Policies, Forms, Notifications, Approval Processes, Dashboards, Reports, and Performance Analytics.

· Experience designing and implementing integrations using Service Now APIs and integration technologies with DPRM, Change Management, CMDB, Strategic Portfolio Management (SPM), Dev Ops tools, CI/CD pipelines, and other enterprise systems.

· Strong knowledge of Systems Development Lifecycle (SDLC) methodologies, including requirements analysis, solution architecture, design, testing, deployment, release management, and production support.

· Experience establishing and supporting enterprise release governance processes, including release planning, scheduling, release calendars, risk assessments, dependency management, deployment coordination, and post-release reviews.

· Knowledge of…