ServiceNow Program Manager/ ServiceNow Business Analyst – Philadelphia, Pennsylvania – 10+Yrs

Hello ,

My name is Rajat, and I am a Technical Recruiter at K-Tek Resourcing. We are searching for professionals for the below business requirements for one of our clients.

Please send me your updated resume at – rajat.rathore@ktekresourcing.com .

JD

JD for ServiceNow Program Manager
• 15+ years in IT program management, with at least 3-5 years focused specifically on ServiceNow platform module implementations.
• Proficient in project management with experience in scoping, planning, leading and monitoring large-scale, complex IT programs from initiation to closure in Agile and Waterfall environment
• Proficient in managing Global customer with Global program rollouts
• Proactively works to identify and manage project risks and issues, ensures appropriate response plans are developed and executed.
• Proficient in managing and controlling Action Item and Dependencies
• Effectively manages change to the project baseline by assessing project variance and evaluating impacts supported using rigorous change control processes.
• Good understanding ServiceNow module specially in ESM space like CSM (Customer Service Management) and SPM (Strategic Portfolio Management).
• Good understanding of multiple tool integration aspects for enterprise level transformation
• Act as the primary liaison between customer executive leadership, program level stakeholders and internal technical teams, providing status updates on progress, risks, dependencies during Steering Co, Weekly Governance and daily sync-ups
• Have good working experience in multi-vendor, Onsite- offshore model
• Should be able to lead cross-functional teams of architects, developers, functional consultants, and maintain communication between onsite and offshore teams i.e. customer stakeholders, other customer’s vendor stakeholder, and offshore team
• Should be proficient in Agile, Scrum, and PMP or Prince 2 standards.
• Having any ServiceNow certificate will be added advantage
• Should have good skills in managing budget, scope and timelines
• Proficient in MS Office Suite

Job Summary:

We are seeking a highly skilled and motivated ServiceNow non-ITSM Functional Consultant or Business Analyst. You will work closely with developers, architects, and customer stakeholders to implement robust ServiceNow solutions related to non-ITSM modules that streamline operations and enhance customer satisfaction.

Key Responsibilities:
• Plan and drive of agenda for requirements workshop for non-ITSM ServiceNow modules like Strategic Portfolio Management (SPM) & Customer Service Management (CSM)……
• Documentation of configuration requirements and user stories in Agile Development module of ServiceNow
• Review filled in data templates provided by Customer stakeholders, and guide the stakeholders on data collection
• Collaborate with ServiceNow Developers and QA Consultants to ensure that the development and testing is done in accordance with this Statement of work
• Perform Functional Testing on the non-production instance before handing over to the QA Consultant for QA Testing
• Review and validate design and FRS deliverables
• Provide training to customer SMEs on features of ServiceNow HSRD Module
• Provide inputs to Project Manager on activities, risks, issues, solutions
• Demonstrate and validate that the system performs both functionally and technically in accordance with the agreed configurations
• Ensure that scope deviation requests are documented and handed over to Project manager to be discussed in Steering Committee
• Participate in UAT with Customer stakeholders and drive the test cases with the UAT testers.
• Document all defects during UAT and collaborate with Technical Consultant for defect fixes and retesting.

Required Skills & Certifications:
• Working experience of CSM module features Case management, Omnichannel communication, Self-service portals, Virtual agent and Playbooks.
• Working experience of SPM applications like Innovation & Demand Management, Project Portfolio Management, Resource management & timecard, Financial management, Strategic Planning workspace, Resource management workspace, Project portfolio workspaces.
• Working experience of OOB and Custom GenAI use cases for CSM & SPM.
• Ability to engage with stakeholders such as service delivery / business leaders and associates.
• Ability to independently conduct workshops with stakeholders and provide options and recommendations.
• Excellent communication and documentation skills.
• Below ServiceNow certifications are preferred.
• Certified System Administrator
• Certified Application Developer
• CIS – Customer Service Management
• CIS – Strategic Portfolio Management
• ITIL certification is a plus