ServiceNow Program Manager

Must have

• 5+ years of experience in Program or Project Management with emphasis on ITSM, particularly involving the Service Now platform
• In-depth knowledge of the Service Now ITSM suite and its integrated modules
• Demonstrated success using Agile project management methodologies
• Service Now Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) is highly preferred

• Lead the strategic planning and execution of the Service Now ITSM suite while driving continuous improvement
• Create and oversee the roadmap for Service Now ITSM modules including Incident, Problem, Change, Request, and Knowledge in line with ITIL best practices
• Serve as the main point of contact between business units and technical development teams for requirements gathering and progress updates
• Regularly assess existing ITSM processes to pinpoint inefficiencies and implement automated workflows
• Set up KPIs and dashboards to evaluate platform health and service delivery performance for senior management

Company:

We are looking for a skilled Service Now Program Manager for a contract role lasting 12+ months. This hybrid position will require you to be on-site in Boston up to twice a week. We focus on bridging technical teams and business stakeholders to maximize the value of our Service Now platform and align it with our organizational goals. Join our collaborative team to lead innovative ITSM efforts and drive operational excellence.