ServiceNow Project Manager

Our client, an IT Services firm driving innovation in the legal industry, are hiring a ServiceNow Project Manager to join the team on a contract basis in Chicago. The successful candidate will oversee the planning, execution and delivery of ServiceNow projects, while also serving as the key point of contact between stakeholders, technical teams and leadership to ensure projects are completed on time, on budget and to specification.

Responsibilities

• Oversee the end-to-end project lifecycle, from requirements gathering through deployment and hypercare.

• Lead project planning, scheduling, resource allocation, issue resolution and risk management.

• Collect and analyse business requirements, translating them into actionable user stories and acceptance criteria.

• Collaborate with developers, architects and administrators on solution design and configuration.

• Facilitate Agile ceremonies, including daily stand-ups, sprint planning, backlog grooming and retrospectives.

• Manage UAT cycles, testing plans, and ensure timely resolution of feedback.

• Ensure projects adhere to ITIL, governance frameworks and ServiceNow best practices.

• Monitor project status, KPIs, and deliverables using JIRA, ServiceNow or equivalent tools.

• Provide clear and timely communication of progress, risks and escalations to leadership and stakeholders.

• Lead change management efforts, including user training and adoption strategies.

Skillset

• At least 5 years of experience in ServiceNow project or program management.

• In-depth understanding of ITSM/ITIL processes and the capabilities of the ServiceNow platform.

• Proven experience leading Agile delivery teams.

• PMP, CSM or ITIL certifications are a big plus.

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