IT Program Manager – ServiceNow System Modification

Alchemy Software Solutions

Overview: We are seeking a skilled and experienced IT Program Manager to lead the initiatives aimed at modifying our existing ServiceNow system. The successful candidate will be responsible for planning, coordinating, and executing various projects to enhance the ServiceNow platform, particularly focusing on IT Service Management (ITSM), incident management, problem management, change management, demand management, business relationship management, development management, and strategic portfolio management.


1. Project Planning and Coordination:

• Develop comprehensive project plans outlining objectives, scope, timelines, resource requirements, and deliverables for each initiative.

• Coordinate project activities, resources, and stakeholders to ensure timely execution and successful delivery.

• Monitor project progress, identify risks and issues, and implement mitigation strategies to keep projects on track.

2. ServiceNow System Modification:

• Lead the modification efforts for the ServiceNow platform, focusing on ITSM modules and related functionalities.

• Collaborate with ServiceNow administrators and technical teams to customize configurations, workflows, and integrations as per project requirements.

• Ensure alignment of modifications with organizational IT service delivery standards and best practices.

3. Incident, Problem, and Change Management Enhancement:

• Drive improvements to incident, problem, and change management processes within the ServiceNow environment.

• Analyze existing workflows and recommend enhancements to streamline incident resolution, problem identification, and change control procedures.

• Implement changes to optimize efficiency, minimize downtime, and improve service quality.

4. DMBD Management:

• Customize ServiceNow to support demand management, business relationship management, and development management functions.

• Work with stakeholders to define requirements and configure ServiceNow modules to meet business needs.

• Ensure smooth integration of DMBD management processes with other ITSM functions.

5. Strategic Portfolio Management:

• Establish processes and tools within ServiceNow to support strategic portfolio management activities.

• Collaborate with portfolio managers and business leaders to prioritize projects, allocate resources, and track project performance.

• Implement reporting mechanisms to provide insights into project status, risks, and alignment with strategic objectives.


• Proven experience as an IT Project Manager, with a focus on implementing and modifying ServiceNow systems.

• In-depth knowledge of IT Service Management (ITSM) principles and practices.

• Hands-on experience with ServiceNow platform customization, including configurations, workflows, and integrations.

• Strong project management skills, including the ability to plan, organize, and lead complex IT projects.

• Relevant certifications such as PMP, ITIL, or ServiceNow certifications are highly desirable.