Job Summary:
The Mid-Level IT Project Manager will be responsible for leading IT projects and ServiceNow or comparable IT Service Management (ITSM) platform initiatives from planning through implementation and project closeout. The role involves coordinating cross-functional technical teams, business stakeholders, and third-party vendors to deliver projects within agreed scope, schedules, and expected outcomes. Projects may include platform implementations, enhancements, integrations, workflow improvements, and infrastructure initiatives involving network, compute, storage, cloud, and data center environments. This is an individual-contributor role requiring independent project ownership, effective decision-making, risk management, and the ability to take over ongoing projects while maintaining delivery continuity. Hands-on platform configuration or engineering is not required.
Key Responsibilities:
• Lead assigned IT and ServiceNow or comparable ITSM platform projects from initiation through implementation, operational transition, and closeout.
• Take ownership of ongoing projects by assessing existing scope, commitments, risks, and dependencies and establishing a clear delivery plan.
• Develop and maintain project charters, scope documents, schedules, milestones, resource plans, and RAID logs.
• Track project costs against approved budgets and communicate financial variances.
• Facilitate requirements-gathering, planning, and status meetings with business stakeholders and technical teams.
• Document project decisions, action owners, responsibilities, and target completion dates.
• Coordinate platform owners, process owners, engineers, architects, security teams, vendors, and business stakeholders to align priorities and dependencies.
• Manage risks, issues, assumptions, dependencies, and change requests while assessing their impact on scope, schedule, cost, and quality.
• Coordinate platform implementations, enhancements, integrations, and IT infrastructure changes.
• Oversee testing coordination, cutover planning, deployment readiness, and rollback planning in collaboration with technical owners.
• Track deliverables against agreed acceptance criteria and coordinate system testing, User Acceptance Testing (UAT), defect resolution, and stakeholder sign-off.
• Identify and escalate project blockers, recommend practical resolution options, and follow up with accountable stakeholders to maintain delivery commitments.
• Maintain project documentation and governance artifacts throughout the project lifecycle.
• Coordinate training, support readiness, operational handoff, project closeout, and lessons learned.
• Collaborate with IT and business process owners to translate service management requirements into clear project deliverables.
• Align platform enhancements and changes with operational workflows and business requirements.
• Prepare executive-level status reports covering project progress, milestones, budget status, risks, dependencies, and required decisions.
• Communicate effectively with technical and nontechnical stakeholders.
• Engage confidently in technical discussions while maintaining responsibility for project planning, coordination, governance, and delivery outcomes.
Required Qualifications:
• Bachelor's degree or 4-year degree.
• Minimum of 5+ years of relevant IT project delivery experience, including demonstrated project management experience with ServiceNow or comparable ITSM platforms.
• Proven experience managing IT projects and ServiceNow or comparable ITSM platform initiatives, including implementation, enhancement, or integration projects.
• Working knowledge of IT Service Management processes, including incident, problem, change, and service request management.
• Ability to independently manage project scope, schedules, resources, risks, dependencies, and change control across multiple workstreams.
• Experience coordinating cross-functional technical teams, business stakeholders, and third-party vendors.
• Ability to understand infrastructure and platform concepts, constructively challenge assumptions, and translate technical discussions into business impacts.
• Strong facilitation, stakeholder management, organizational, and follow-through skills.
• Excellent written and verbal communication skills for technical and business audiences.
• Proficiency with project planning and tracking tools such as Microsoft Project, Smartsheet, Jira, or comparable platforms.
• Experience using Microsoft Teams or similar collaboration tools.
• Ability to independently take ownership of assigned projects and maintain execution continuity.
• Strong understanding of project governance, risk management, and delivery methodologies.
Preferred Qualifications:
• Direct experience delivering infrastructure and/or ServiceNow projects.
• Experience with comparable ITSM platforms.
• Experience coordinating platform integrations, workflow improvements, service catalogs, or Configuration Management Database (CMDB) initiatives.
• Experience coordinating testing, User Acceptance Testing (UAT), deployment readiness, training, and transition to operational support.
• Experience taking over in-flight projects and coordinating infrastructure migrations, refreshes, or modernization initiatives.
• Technical familiarity with ServiceNow or comparable platforms.
• Familiarity with Network, Compute, Storage, Cloud, and Data Center infrastructure environments.
• PMP certification.
• ITIL Foundation certification or relevant ServiceNow certification.
