Senior ServiceNow Project Manager

Job Description

Job Description

Location
Onsite: Tallahassee, FL

Experience Level
Senior Level (7+ Years Project Management, 5+ Years ServiceNow)

Position Overview
The Senior ServiceNow Project Manager will lead the planning, execution, governance, and successful delivery of the agency's enterprise ServiceNow implementation and ongoing platform expansion initiatives. This role will drive cross-functional collaboration among business stakeholders, technical teams, executive leadership, implementation partners, and vendors to ensure successful deployment of ServiceNow capabilities aligned with the agency's strategic objectives.

Initial responsibilities will focus on implementing Incident Management, Service Request Management, and Employee Center, followed by expansion into ITSM, Case Management, CMDB, CSDM, ITOM, Reporting & Analytics, Platform Governance, Integrations, Organizational Change Management, Training, and future ServiceNow initiatives.

Key Responsibilities
Program & Project Leadership

• Lead and manage enterprise ServiceNow implementation and platform maturity initiatives.
• Develop and maintain integrated project plans, schedules, milestones, dependencies, and deliverables.
• Coordinate activities across business, technical, vendor, and implementation partner teams.
• Manage multiple project workstreams and ensure alignment with strategic objectives.
• Drive project execution from initiation through deployment and stabilization.

Governance & Stakeholder Management

• Facilitate governance meetings, steering committees, and executive reviews.
• Provide regular executive-level status reporting, dashboards, and project communications.
• Support strategic decision-making and governance processes.
• Build strong relationships with business leaders, Product Owners, Platform Owners, and technical teams.
• Manage stakeholder expectations and project communications.

Risk, Scope & Financial Management

• Manage project scope, risks, issues, assumptions, dependencies, and decisions.
• Develop risk mitigation and issue resolution plans.
• Monitor project performance and recommend corrective actions when needed.
• Ensure adherence to project governance and quality standards.
• Track milestones, deliverables, and overall project health.

ServiceNow Delivery Management

• Coordinate implementation activities involving: 
  • Incident Management
  • Service Request Management
  • Employee Center
  • ITSM
  • Case Management
  • CMDB
  • CSDM
  • ITOM
  • Reporting & Analytics
  • Service Catalog and Portfolio Management
• Support ServiceNow roadmap planning and platform expansion initiatives.
• Ensure business requirements and project objectives are successfully delivered.

Vendor & Partner Coordination

• Coordinate activities with ServiceNow, implementation partners, and third-party vendors.
• Manage vendor deliverables, timelines, and dependencies.
• Ensure successful collaboration across all project participants.

Testing, Training & Deployment

• Coordinate testing, UAT, training, deployment, and go-live readiness activities.
• Support organizational change management and user adoption initiatives.
• Ensure successful transition into production and post-implementation support.
• Oversee stabilization activities and continuous improvement efforts.

Required Qualifications

• Bachelor's degree in Information Technology, Business Administration, Computer Science, Project Management, or related field, or equivalent experience.
• 7+ years of enterprise IT project management experience.
• 5+ years managing ServiceNow implementation or platform enhancement projects.
• Experience managing complex, multi-workstream enterprise technology initiatives.
• Experience coordinating cross-functional business and technical teams.
• Experience managing: 
  • Project Plans
  • Schedules
  • Risks
  • Issues
  • Scope
  • Dependencies
  • Executive Reporting
• Experience managing vendors and implementation partners.
• Experience utilizing Agile, Hybrid, and iterative delivery methodologies.
• Strong communication, leadership, and stakeholder management skills.

Preferred Qualifications

• Experience implementing multiple ServiceNow modules.
• Experience supporting enterprise-wide digital transformation programs.
• Experience developing executive dashboards, KPIs, and governance reporting.
• Experience leading organizational change management and user adoption initiatives.
• Experience working within government or public-sector organizations.
• PMP Certification.
• ServiceNow Certification(s).
• Agile and/or Scrum Certification.

Core Skills

• ServiceNow Project Management
• Enterprise Program Delivery
• ITSM
• Incident Management
• Service Request Management
• Employee Center
• Case Management
• CMDB
• CSDM
• ITOM
• Project Planning & Scheduling
• Risk & Issue Management
• Governance & Compliance
• Executive Reporting
• Stakeholder Management
• Vendor Management
• Organizational Change Management
• User Adoption
• Agile & Hybrid Delivery
• UAT & Go-Live Readiness
• Continuous Improvement