Role Summary:
To play the lead role in planning, executing, monitoring, controlling, and closing projects. Delivering engagements on time, within the budget, and within expected profit margins while keeping external and internal stakeholders in the know and ensure a high degree of satisfaction to the customer with CSAT ratings of 4.8+
Responsibilities:
• Creating clear and concise project plans to both execute the project and monitor its progress and adjust along the way as needed before the project reaches its final stages and cut through bureaucracy steering teams to the final goal.
• Efficiently managing against contract, controlling the project through minimising uncertainty, setting realistic deadlines, proactively managing scope creep, budgets, resources, and time.
• Maintaining effective communication, ensuring the customer is fully informed and up to date on key performance indicators including but not limited to schedule, risks, issues, decisions, budgets, change requests etc
• Strong technical skills and technical acumen and a solid understanding of software development and ServiceNow.
• Proactively managing information, documenting critical discussions/meetings through formal channels, analysing data and documentation for inaccuracies, keeping knowledge and decisions flowing seamlessly.
• Intuitively, identifying, evaluating, mitigating, and communicating potential risks before the project begins and throughout the engagement.
• Meticulously monitoring actuals against forecasted across progress, milestones, budgets, performance and implementing immediate corrective measures where needed.
• Facilitating key stakeholder meetings including regular steering committees with internal and customer teams, presenting comprehensive reports documenting status and key performance indicators, drafting change requests and project documentation.
Managing and developing strong relationships and communication with the client and all stakeholders, ensuring the project is delivered to their satisfaction.
• Leading client engagements, driving specific process definition, re-engineering, improvement, and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders ensuring technology design and solutions are aligned with business requirements
• Working independently on engagements with the ability to wear many hats providing holistic services across engagement management, advisory, consulting and implementation
• Collaborating effectively with Enablers local and remote to drive successful outcomes on time and within budget providing support and mentorship
• Champion of the Enable Way methodology, contributing regularly to continual improvement and reviewing processes and documentation for successful customer engagements
• Identifying opportunities and influence clients to adopt Enable services including CASE, Rapid Seeds and ServiceNow platform modules, functionality, and upgrades.
Qualifications & Certifications:
• IT Degree or relevant tertiary education in Computer Science Willingness and ability to learn/achieve ServiceNow certifications
• ServiceNow Practitioner Technical Project Manager Path
• ServiceNow Associate Technical Project Manager Path
• Agile SAFe Certification
• ITIL Foundation Certified
• ServiceNow Fundamentals - Trained
• ServiceNow sales & presales accreditation in 4+ Product lines
• Enable Way People Leader Certified
Project Management Certification
•Any other ServiceNow Certification in CSA
• ServiceNow Professional Technical Project Manager Path
• ITIL Foundation Certified
Skills Matrix:
• Experience in end-to-end Engagement management and successful delivery of small to medium sized projects including coordinating resources, providing functional expertise and delivering quality outcomes
• Managing projects against contracts including invoicing, schedules, project change requests, and stakeholder conflict
• Drafting and adjusting project schedules to meet scope and aggressive timeline
• Leading customer workshops with acute attention to detail, engaging in feedback, listening well, capturing and document detailed risks, issues, decisions and actions.
• Providing quality assurance across all customer content, articulating, and translating requirements to business stakeholders
• Presenting and facilitating customer showcases that are carefully planned, considering customer use cases, personas and areas of interest for different audience
• 3+ years successful ServiceNow project delivery in multiple customer engagements
• Some people leadership / coaching experience
• General understanding of ServiceNow licensing
