Sr. ServiceNow Project Manager

JOB TITLE:

Sr. ServiceNow Project Manager

BOUT THE ROLE:

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.

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

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.

DDITIONAL INFO:

County roles take a solid month from submittal deadline to interview to hire. Once that is completed, LiveScan must be done, which is fingerprinting at the San Bernardino Sheriffs station, scheduled by the County and the consultant. LiveScan takes up to 2 weeks to clear and then start date determined once cleared. Time in total is about 1-2 months max to be in the seat. But once there the contract is usually multiple years.

bout the Project:

San Bernardino County's Innovation and Technology Department has completed their Phase 1

deployment of ServiceNow, which includes the Deployment of the Employee Service Center,

Service Desk The goal of this project is to continue the deployment of additional modules for

ServiceNow to help the County automate business processes and better service County

Departments.

The project will include identifying a Project Manager who will lead the enterprise effort with the

help of internal teams bringing forth their business and technical perspectives as it relates to the

project.

Contract Project Manager Job Specification

San Bernardino County's Innovation and Technology Department (ITD) 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

ccording 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 : bility 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

chieve 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. bility 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

pproved 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

ppropriate 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 m naged 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.

bility 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

ttain their goals. bility 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

cquire 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

nd 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

re not adequately supported by current and planned Service Management solutions.

Provide expert-level support and technical mentoring, assist with proof-of-concept

ctivities, 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.

bility to recognize personal skills, abilities, limitations, and strengths, taking appropriate

ction 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.

bility 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.

bility to advocate a creative atmosphere, facilitates productive meetings, and

envisions a final product and user adoption early in the design and/or development

process.

bility to develop cooperative relationships to achieve results through a win-win

relationship.

bility to establish alliances with other departments and organizations by

recognizing dependencies.

wareness of cultural diversity and can embrace and capitalize those

differences; applies knowledge in decision-making process.

bility 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

nd/or implementation experience in a government setting.

General experience in government implementations with work experience