Project Manager

Client is seeking a Project Manager for the County's ServiceNow Deployment. Projects goals could be focused on people, process, or tools concerning IT Service Management (ITIL), HR Information Systems, Customer Service Management, IT Security Operations, IT Governance Risk and Compliance, Facilities, Project and Portfolio Management, IT Financial Management, Organizational Change Management, and / or IT Operations Management Oriented topics.

The Project Manager will be responsible for leading an enterprise team, assigning individual responsibilities, enforcing accountability, developing and maintaining a schedule and timeline to ensure timely completion of the project; Maintain an industry standard project management documentation, methodology and metrics to ensure project meets service delivery expectations; Work directly with internal and external subject matter experts, executive leadership, and business operations to deliver successful implementation while managing project scope. Project Manager responsibilities include identifying resourcing needs and coordinating the efforts of departmental staff and third- party vendors to meet project milestones and deliverables according to plan; Work to define the project's objectives, scope and provide project oversight throughout its life cycle. The successful candidate is highly organized, communicates well, utilizes leadership skills, sound judgment, and discretion to positively influence project teams and overall project success.

The successful candidate will play a primary role in following expert areas of Project Management:

Communication: Ability to relate and communicate positively, effectively, and professionally with project stakeholders at all levels. Ability to establish an effective communication plan through various communication channels and project correspondence (project plan, presentations, project status, reports as required).

Project Planning: Execute the tasks as defined in the project plan in order to achieve the project goals.

Project Performance Monitoring: Measure project performance using appropriate tools and techniques to monitor the progress of the project, identify and quantify variances, perform required corrective actions as appropriate.

Change Management: Manage changes to the project scope, schedule, and costs using appropriate verification techniques to keep the project plan accurate, updated, and reflective of authorized changes as defined in the change management plan; facilitate customer acceptance. Ability to make course corrections when necessary, using structured and well-defined change management protocols and change control procedures.

Setting Expectations: Ensure a common understanding by setting expectations regarding the project plan to align the stakeholders and team members. Implement approved actions and workarounds to mitigate project risks in order to minimize the impact on the project.

Client and Vendor Relationship: Establishes and maintains client and vendor relationships.

Resource Allocation: Manage resource allocation proactively by ensuring that appropriate resources and tools are assigned according to the project plan.

Methodology: Champions best practices and methodologies to establish a solid foundation on how to execute the project. Ability to apply development methodologies such as Agile and Waterfall as well as managed services best practices to ensure compliance and security across operations, including endpoint security, network security, cloud security and policy management.

Contract Management: Formalize and facilitate closing final acceptance for the project from the sponsor/customer by ensuring that the delivered product(s) and services comply with the agreed deliverables lists, scope, and any organizational procedures from all parties involved.

Risk Management - Proactively assess, identify and communicate project risks and come up with a mitigation plan of action.

Customer Satisfaction: Measure customer satisfaction at the end of the project by capturing customer feedback using appropriate techniques to gain, maintain, and improve customer long-term relationships.

Knowledge Base: Contributes to knowledge through activities such as sharing documented lessons learned, documented deliverables, and facilitation on trainings, discovery and working sessions.

Customer Service: Understands quality customer service standards for own work and monitors and manages work of team members, providing feedback as appropriate. Ability to follow direction and recommend process improvements throughout the course of the project.

Motivation: Engages and motivates others in the attainment of the project's vision. Influences others by enthusiastically sharing the future vision as a means for them to attain their goals. Ability establish commitment among team members on project milestones. Celebrates, either formally or informally, the accomplishment of goals.

Responsibilities:
Develops project resource requirements and works with appropriate organizational units to acquire resource commitments.

Responsible for leveraging knowledge and experience and delivering end-to-end solutions within ServiceNow platform. This includes architecting technical implementations of IT and business processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating team of platform administrators.

Design and deliver services built on the ServiceNow platform.

Work with Business and Technology stakeholders to assess current state processes and tools, define ServiceNow requirements and develop and evolve ServiceNow platform.

Identify and respond to the key business drivers and those areas of business need which are not adequately supported by current and planned Service Management solutions.

Provide expert-level support and technical mentoring, assist with proof-of-concept activities, and lead practice build efforts to include development of business processes.

Establish Monthly Enterprise Infrastructure Service reporting (leveraging ServiceNow) - focusing on service levels, risks, issues, proactively identified opportunities and ideas for improvements.

Experience and Education Required:
5-8+ years proven project management experience including scope and requirements definition, problem solving and process improvements, leading distributed teams in complex environments such as on premise, cloud, or hybrid.

5+ years leading complex multiple technology platforms and enterprise projects involving business, technical and cross-functional teams.

5+ years end to end experience with large-scale implementation projects utilizing industry standard development and service delivery methodologies.

Proficiency with MS Project, MS Word, Excel, PowerPoint, and Visio

5 years' experience in the Implementation and support of ServiceNow, preferably with several of the following ServiceNow applications: ITOM, ITSM, CSM, HAM, SAM, and Procurement.

Ability to recognize personal skills, abilities, limitations, and strengths, taking appropriate action to pursue developmental activities to strengthen skills and experience.

Extensive experience in managing infrastructure and IT operations.

Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering a minimum of two medium to large-scale ServiceNow implementations.

Ability to work in a fast-paced environment and to adapt to frequent change.

Excellent analytical and problem-solving skills.

Strong communication, organizational, analytical, problem-solving, and interpersonal skills that promote teamwork and collaboration.

Ability to advocate a creative atmosphere, facilitates productive meetings, and envisions a final product and user adoption early in the design and/or development process.

Ability to develop cooperative relationships to achieve results through a win-win 4 relationship.

Ability to establish alliances with other departments and organizations by recognizing dependencies.

Awareness of cultural diversity and can embrace and capitalize those differences; applies knowledge in decision-making process.

Ability to identify project risks by defining risk strategies and developing the risk management plan.

Participates as part of a team, understanding the various work styles of others and their roles on the team. Demonstrates enthusiasm and commitment to the goals and objectives of the team. Seeks help from other team members as appropriate.

Highly Preferred:

Bachelor's degree in Business Administration, Computer Science, or related field.

PMP or equivalent certification.

Previous project management, and public sector program administration and/or implementation experience in a government setting.

General experience in government implementations with work experience.