Project Manager (ITSM)

Position Description
We 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 Firm s 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 Management
Work with business partners, functional/support group partners and stakeholders to create initial project/resource plans and governance for identified initiatives
Work with business partners, functional/support group partners and stakeholders on creation of key milestones and timelines
Work with stakeholders to prioritize work and drive milestones to timely execution
Track and report status on multiple cross-divisional projects/programs across divisions, functions and workstreams
Raise issues, risks and concerns timely and appropriately to stakeholders
Document and track change control milestones and tasks for multiple projects and programs
Manage budget process by coordinating with business partners and functional/support group partners
Host governance forums including Sr. Executive governance forums, drive discussions and decisions, and assist in action item tracking, project plans, milestones and meeting documentation
Develop an effective network of relationships across divisions
Influence and collaborate effectively with project resources not in the same reporting line to achieve common goals
Operate as a leader in cross functional forums and drive consensus on project, business, and functional issues
Skills Required
Bachelor's degree with at least 10 years of technology Project / Program Management experience guiding development of ITSM solutions
Minimum of 3 years of experience with ServiceNow
Active participation within and among teams and colleagues distributed globally
Capable of setting direction and motivating team members outside the direct reporting line
Able to collaborate well with others, unafraid to provide and receive honest feedback
Ability to deal with ambiguity and define approaches to bring un-focused issues to resolution
Excellent problem-solving skills, in particular a methodical approach to deal with problems across distributed systems
Adaptable to fast changing demands and environments
Possesses strong quantitative and qualitative analytical skills with a creative and flexible approach to problem solving
Understands various technology system implementation methodologies (e.g., waterfall, agile etc.)
Possesses strong time management skills
Excellent verbal and written (PowerPoint, Excel, Project) communication skills
Self-motivated and able to work autonomously with a strong sense of ownership and accountability for work
Keen attention to detail
Skills Desired
Previous experience with a ServiceNow implementation migration or new ServiceNow implementation
Experience working with Incident, Problem, Request, Change, Release, Configuration (CMDB), IT Asset, Knowledge, and Reporting in ServiceNow
Understanding of secure software development concepts, especially in a cloud platform
Experience within financial industries technology teams or consulting to financial industries technology teams
Program Management and/or Agile development experience or certification is a plus
ServiceNow Admin and ServiceNow developer training and certification is a plus
ITIL experience or certification is a plus