RQ00793 - Project Manager/Leader - Senior

- Assigned Recruiter(s) Madhumitha Mulakaluri
- Job Opening ID 11756
- City Toronto
- Country Canada
- Number of Positions 1
- Work Experience 10+ Years

Job Description

Qualifications and Experience:

- Minimum seven (7) years of experience consulting on anddelivering IT Service Management (ITSM) solutions in large, complex enterpriseenvironments, including process design, implementation, configuration, andoperational support.

- Minimum five (5) years of hands-on ServiceNow experience,including configuration, customization, administration, and implementation ofITSM modules and platform capabilities.

- Proven experience facilitating stakeholder workshops,conducting business process reviews, and gathering requirements to translatebusiness and operational needs into ServiceNow solution designs and technicalconfigurations.

- Experience assessing current-state processes and developingfuture-state ITSM operating models, governance frameworks, processimprovements, and service management best practices.

- Proven ability to develop and deliver training materials,user guides, operational procedures, knowledge-transfer sessions, and supportdocumentation for business and technical stakeholders.

- Excellent written, verbal, facilitation, and stakeholderengagement skills.

- Demonstrated ability to work independently andcollaboratively within diverse, cross-functional project teams.

Technical Capabilities:

- Extensive experience configuring, customizing, andadministering the ServiceNow platform and IT Service Management (ITSM) modules.

- Experience implementing and supporting ServiceNow DigitalProduct Release Management (DPRM) or equivalent Release Management solutions.





- Solid knowledge of ITIL and ITSM best practices, includingIncident Management, Change Enablement, Release Management, Problem Management,Service Request Management, Configuration Management (CMDB), Service LevelManagement, Availability Management, Capacity Management, and IT ServiceContinuity Management.

- Advanced experience configuring and customizing ServiceNowworkflows, Flow Designer, Business Rules, Client Scripts, UI Policies, Forms,Notifications, Approval Processes, Dashboards, Reports, and PerformanceAnalytics.

- Experience designing and implementing integrations usingServiceNow APIs and integration technologies with DPRM, Change Management,CMDB, Strategic Portfolio Management (SPM), DevOps tools, CI/CD pipelines, andother enterprise systems.

- Strong knowledge of Systems Development Lifecycle (SDLC)methodologies, including requirements analysis, solution architecture, design,testing, deployment, release management, and production support.

- Experience establishing and supporting enterprise releasegovernance processes, including release planning, scheduling, releasecalendars, risk assessments, dependency management, deployment coordination,and post-release reviews.

- Knowledge of enterprise technology environments, includingcloud services, network infrastructure, applications,



cybersecurity controls,telecommunications, collaboration platforms, and information managementtechnologies.

Certifications Required:

- ServiceNow Certified System Administrator (CSA)

Requirements

- Design, configure, and implement the ServiceNow DigitalProduct Release Management (DPRM) solution, including release workflows,approval processes, governance controls, forms, notifications, and automationto meet business and operational requirements.

- Configure and customize ServiceNow platform capabilities,including Flow Designer, business rules, UI policies, scripts, dashboards,reports, and performance analytics to support enterprise release managementprocesses and improve operational efficiency.

- Design and implement integrationsbetween DPRM,Change Management, CMDB, Strategic Portfolio Management (SPM), DevOps tools,CI/CD pipelines, and other enterprise systems using ServiceNow integrationcapabilities, APIs, and industry best practices.

- Develop and maintain release governance artifacts andreporting capabilities, including release calendars, deployment schedules,risk and dependency tracking, executive dashboards, operational reports, andperformance metrics.

- Conduct and support solution testing activities,including unit, integration, system, regression, and user acceptance testing,while identifying, tracking, and resolving defects to ensure solution quality,stability, and readiness for production deployment.

- Prepare and deliver solution documentation, trainingmaterials, knowledge transfer sessions, and operational procedurestosupport user adoption, ongoing administration, and long-term sust

📌 11756 (Toronto)
🏢 Maarut
📍 Toronto