Principal - Program & Project Management

LTM is seeking a highly experienced and certified ServiceNow Program Manager for driving the successful implementation and ongoing management of ServiceNow Programs. The responsibilities include overseeing and coordinating various program aspects ensuring they are delivered on time, within budget, and to the highest quality standards.

Responsibilities and Duties:

• Work with client stakeholders to discover and understand their current state environment from a process and technical perspective.
• Act as a trusted advisor while establishing a positive and productive working relationship with the client.
• Lead and manage process design initiatives and manage the translation of those requirements to the ServiceNow implementation team.
• Plan and schedule meetings to gather business and functional requirements while providing best practice process and technical guidance.
• Analyze business processes and provide innovative and scalable solutions to increase operational maturity.
• Complete full client gap analysis on process integrations and data, always advising on future process, product roadmap, and maturity.
• Communicate with clients on all aspects of initiated work in a clear and concise manner.
• Review and approve business requirements that create a comprehensive solution.
• Work with Engagement Managers and project teams to determine risks, impacts, priorities, and timelines surrounding outstanding tasks.
• Create all related process documentation utilizing best practices and deliver to client or internal resources in an acceptable timeframe.
• Utilize industry standard implementation methodology following best practice standards.
• Meet all client deliverables in an acceptable timeframe.
• Communicate all project updates, possible timeline deficiencies, problems, issues, or events that could affect the overall project deliverables.
• Develop Service Management implementation and adoption strategies focusing on organizational change management from a tactical and practical level.
• Advise on options, risk, and impacts on business processes and cultural adoption.
• Assist in the scoping of new opportunities when asked to participate.
• Ensure each artifact produced is consistent and is driven by the enterprise standards.
• Stay current on ServiceNow technologies and assist in the maintenance of workshop material to incorporate new features where appropriate.
• Establish organization as a leader in the ServiceNow ecosystem through innovation and expertise.
• Ensuring the security, scalability, and maintainability of ServiceNow solutions including performance monitoring and optimization.
• Drive adherence to quality assurance best practices ensuring successful project outcomes.
• Ensure security solutions to meet changing compliance requirements.
• Implement robust security measures to maintain secure client environments.
• Ensuring technical documentation and reports are shared on a timely basis contributes to the knowledge base and promotes best practices.
• Keep up with ServiceNow advancements to provide innovative solutions.
• Establish and sustain trust-based relationships with clients proactively addressing their needs and steering them toward successful results.
• Mentoring and guiding junior developers and other team members during implementations.

Qualifications:

Required:

• 15+ years of experience in managing projects and programs on below ServiceNow Product suites: CSDM and CMDB Implementation, ITOM Health and Visibility, Discovery, Service Mapping, Event management, Integration with Monitoring tools, Health Log Analytics, Customer Service Management (CSM), Field Service Management (FSM), Sales Order Management (SOM), and Supplier Lifecycle Operations (SLO), Telecommunication Network Inventory (TNI).
• Experience across the ServiceNow core platform security, performance, and compliance.
• Experience in managing integration projects, third-party integration, REST/SOAP, Other methods, Integration Hub, and Ebonding.
• Experience in managing ITSM application.
• Conduct a review of design and solutions.
• Ready to work in UK client location.

Preferred:

• Must be customer service oriented and can work independently.
• Diligence in all documentation and written communication.
• Organization skills to multitask and to schedule work effectively.
• Must be able to work flexible hours as needed.
• Exceptional leadership, problem solving, critical thinking, and communication skills.
• Certifications on ServiceNow Modules will be appreciated.