Senior Project/Program Manager – Service Now Event Management (CAD Based)Apply**Job#: 3055544****Job Description:****Senior Project/Program– Service Now Event Management****Role snapshot**Title Senior Project Manager / Program Manager – Service Now Event Management (AIOps)Client Fortune 50 healthcare enterprise Engagement Contract, client-side leadership role Capacity100%, full-time dedicated Location Remote (US or Canada)Start Immediate – speed to start is the priority Duration Long-term; multi-phase program**About the opportunity**Our client is bringing IT event management onto Service Now to unlock its AIOps and automation roadmap.

Today, event correlation runs on a third-party AIOps platform operated by a managed service provider, and it is integrated with 100+ monitoring tools, systems and downstream processes. Executive leadership has directed the team to implement Service Now Event Management directly.
This role is the client's representative: you will define what needs to be true to get there, then drive it. The first phase is discovery and planning — scope, sequencing, ownership and the path to untangle the existing platform. Later phases cover migration, implementation and AIOps enablement.

**Key responsibilities*** Serve as the client-side program lead for the move to Service Now Event Management, representing the client's interests with Service Now, the managed service provider and internal teams.* Lead discovery of the current event management landscape: monitoring sources, integrations, correlation rules,



alert routing and downstream dependencies.* Define what needs to be true to transition: scope, prerequisites, risks, and a decision-ready recommendation for leadership.* Build the phased roadmap and order of execution, including how to decouple from the incumbent third-party AIOps platform without disrupting operations.* Establish clear ownership across workstreams — who does what among internal teams, Service Now, the managed service provider and any implementation partner.* Assess dependencies on CMDB health, Discovery and Service Mapping, since event correlation relies on them.* Run program governance: plans, RAID logs, status reporting, and regular updates to an executive AIOps steering committee.* Navigate contractual and commercial boundaries with the incumbent provider, partnering with vendor management and procurement.* Drive cutover and transition planning, including parallel runs, rollback and operational readiness.* Align the program to the broader AIOps vision, including future Now Assist and automation use cases.**Required qualifications*** 10+ years in IT project or program management, with 5+ years leading enterprise Service Now programs.* Hands-on program leadership of Service Now ITOM, including Event Management, Discovery,



Service Mapping and CMDB.* Experience migrating from or consolidating third-party event management, monitoring or AIOps tools onto Service Now.* Track record managing complex integration landscapes with many monitoring sources and downstream systems.* Experience representing the client side in a multi-vendor environment, including managed service providers and outsourced operations.* Comfort presenting to executive steering committees and turning ambiguity into a clear, decision-ready plan.* Fortune 500 or similarly complex enterprise experience.* Available to start immediately at 100% capacity.**Preferred qualifications*** Service Now Now Assist or GenAI program experience.* Exposure to AIOps platforms and alert correlation, noise reduction and auto-remediation use cases.* Healthcare, life sciences or other regulated-industry experience.* Service Now certifications (CSA, CIS-Event Management, CIS-Discovery or similar) and PMP, PgMP or Protected.* Experience with Service Now Integration Hub and connectors for common monitoring tools.**What success looks like**1. **First 30 days:** stakeholders, current-state event landscape and integration inventory mapped; key gaps and risks surfaced.2. **First 60 days:** scope, prerequisites and ownership model defined; phased roadmap and decoupling approach drafted.3. **First 90 days:** recommendation presented to the steering committee; implementation plan, resourcing and governance approved and underway.

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📌 Senior Project/Program Manager – ServiceNow Event Management (CAD Based) (Mississauga)
🏢 Apex Systems
📍 Mississauga