The role of ServiceNOW Project Manager at Opensity Solutions is responsible for leading and delivering complex technical projects, with a particular focus on ServiceNow platform, module, and workflow development and implementation. This role requires strong experience in Agile methodologies, technical project delivery, client-facing communication, and the ability to manage cross-functional teams to achieve project goals on time and within budget. The ServiceNOW Project Manager will act as a liaison between clients, development, engineering, and business stakeholders, ensuring alignment with organizational objectives and client needs. ROLES & RESPONSIBILITIESResponsibilities for this role include, but may not be limited to, the following:
- Lead end-to-end project management for technical projects focusing on ServiceNOW ITSM implementations, upgrades, and integrations, ensuring adherence to timeline, budget, and scope.
- Oversee Agile project delivery, including sprint planning, backlog management, and facilitating daily stand-ups and retrospectives.
- Develop detailed project plans, set schedules, and manage resources to ensure key milestones and deliverables are met.
- Serve as the primary point of contact between clients, engineering teams, and business stakeholders.
- Communicate project status, risks, and issues through regular reports and presentations to senior management and stakeholders.
- Coordinate and attend all project status meetings, ensuring effective collaboration and issue resolution.
- Maintain compliance with ITIL best practices; support process improvements and standardization.
- Manage project administration and financials (e.g., budget to actuals), and support internal governance processes.
- Identify, assess, and mitigate project risks, proposing creative solutions to maintain project momentum.
- Support continuous improvement of project management processes and methodologies within the PMO.
- Assist with team growth, including recruiting, interviewing, and onboarding new team members.
- Foster a culture of collaboration, innovation, and operational excellence.
KNOWLEDGE, SKILLS & ATTRIBUTES - Proven track record of strategic leadership over projects, with the ability to lead and deliver technology projects on time and within budget.
- Strong facilitation, problem-solving, and leadership skills.
- Ability to plan and manage the execution of complex, yet detailed, work efforts across multiple groups, including leading teams through all project development and planning cycles.
- Excellent organizational, verbal, and written communication skills.
- Ability to multi-task, prioritize, and manage multiple initiatives in a fast-paced environment.
- Strong business acumen and ability to align project management strategies with organizational goals.
- Demonstrated ability to build and maintain strong relationships with internal and external stakeholders.
- Ability to work cooperatively within a team and across the organization matrix to achieve group and organizational goals
- Capacity to adhere to K2 Values: Respect, Accountability, Collaboration, Innovation, Service Orientation.
- Commitment to diversity, equity, and inclusion.
QUALIFICATIONS Experience:
- 5+ years of technical project delivery experience, specifically including direct oversight and management of ServiceNOW development and implementation projects, encompassing all business analysis, development, planning, testing, and implementation cycles.
- Experience leading projects in a consulting company preferred.
- Proven experience using Agile and hybrid project management methodologies.
- Hands-on experience managing enterprise ServiceNow implementations such as:
- IT Service Management (ITSM/DevOps) - Incident, Problem, Change, Request, Knowledge, Catalog, Mobile Agent, Universal Request, Virtual Agent, Survey Management, Walk-up Experience.
- IT Operations Management (ITOM) - Discovery, Agent Client Collector (ACC), Service Mapping, Event Management, Certificate Management, Firewall Audits
- IT Asset Management (ITAM) - Software Asset Management (SAM), SaaS License Management, Software Spend Detection, Contract Management
- Strategic Portfolio Management (SPM) - Scaled Agile Framework (SAFe), Project and Portfolio Management, Resource Management, Time Card Management
Education- Bachelor's degree in business, Project Management, Management Information Systems, Computer Science, or related field required.
Credentials / Certifications: - PMP certification preferred.
- Agile certification (e.g., Scrum Master) a plus.
- ITIL certification a plus.
COMPENSATION & WORK DETAILSSalary Range: $100- $140,000 CAD annually, commensurate with experience, skills and location.
Location: Fully remote - open to candidates based in Ontario/Alberta, Canada.
Employment Type: Full-Time
