Senior Program Manager - ServiceNow Event Management
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- Senior Program Manager – ServiceNow Event ManagementApply**Job#: 3055531****Job Description:****Senior Program Manager – ServiceNow Event Management****Role snapshot**TitleSenior Project Manager / Program Manager – ServiceNow Event Management (AIOps)ClientFortune 50 healthcare enterpriseEngagementContract, client-side leadership roleCapacity100%, full-time dedicatedLocationRemote (US or Canada)StartImmediate – speed to start is the priorityDurationLong-term; multi-phase program**About the opportunity**Our client is bringing IT event management onto ServiceNow to unlock its AIOps and automation roadmap. Today, event correlation runs on a third-party AIOps platform operated by a managed service provider, and it is integrated with 100+ monitoring tools, systems and downstream processes. Executive leadership has directed the team to implement ServiceNow Event Management directly. This role is the client's representative: you will define what needs to be true to get there, then drive it. The first phase is discovery and planning — scope, sequencing, ownership and the path to untangle the existing platform. Later phases cover migration, implementation and AIOps enablement. **Key responsibilities*** Serve as the client-side program lead for the move to ServiceNow Event Management, representing the client's interests with ServiceNow, the managed service provider and internal teams.* Lead discovery of the current event management landscape: monitoring sources, integrations, correlation rules, alert routing and downstream dependencies.* Define what needs to be true to transition: scope, prerequisites, risks, and a decision-ready recommendation for leadership.* Build the phased roadmap and order of execution, including how to decouple from the incumbent third-party AIOps platform without disrupting operations.* Establish clear ownership across workstreams — who does what among internal teams, ServiceNow, the managed service provider and any implementation partner.* Assess dependencies on CMDB health, Discovery and Service Mapping, since event correlation relies on them.* Run program governance: plans, RAID logs, status reporting, and regular updates to an executive AIOps steering committee.* Navigate contractual and commercial boundaries with the incumbent provider, partnering with vendor management and procurement.* Drive cutover and transition planning, including parallel runs, rollback and operational readiness.* Align the program to the broader AIOps vision, including future Now Assist and automation use cases.**Required qualifications*** 10+ years in IT project or program management, with 5+ years leading enterprise ServiceNow programs.* Hands-on program leadership of ServiceNow ITOM, including Event Management, Discovery, Service Mapping and CMDB.* Experience migrating from or consolidating third-party event management, monitoring or AIOps tools onto ServiceNow.* Track record managing complex integration landscapes with many monitoring sources and downstream systems.* Experience representing the client side in a multi-vendor environment, including managed service providers and outsourced operations.* Comfort presenting to executive steering committees and turning ambiguity into a clear, decision-ready plan.* Fortune 500 or similarly complex enterprise experience.* Available to start immediately at 100% capacity.**Preferred qualifications*** ServiceNow Now Assist or GenAI program experience.* Exposure to AIOps platforms and alert correlation, noise reduction and auto-remediation use cases.* Healthcare, life sciences or other regulated-industry experience.* ServiceNow certifications (CSA, CIS-Event Management, CIS-Discovery or similar) and PMP, PgMP or SAFe.* Experience with ServiceNow Integration Hub and connectors for common monitoring tools.**What success looks like**1. **First 30 days:** stakeholders, current-state event landscape and integration inventory mapped; key gaps and risks surfaced.2. **First 60 days:** scope, prerequisites and ownership model defined; phased roadmap and decoupling approach drafted.3. **First 90 days:** recommendation presented to the steering committee; implementation plan, resourcing and governance approved and underway.
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Vacancy posted 2 days ago
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