11756 in Toronto

• 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 Service Now experience, including configuration, customization, administration, and implementation of ITSM modules and platform capabilities.
• Proven experience facilitating stakeholder workshops, conducting business process reviews, and gathering requirements to translatebusiness and operational needs into Service Now 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 Service Now platform and IT Service Management (ITSM) modules.
• Experience implementing and supporting Service Now Digital Product Release Management (DPRM) or equivalent Release Management solutions.
• Strong knowledge of ITIL and ITSM best practices, including Incident Management, Change Enablement, Release Management, Problem Management, Service Request Management, Configuration Management (CMDB), Service Level Management, Availability Management, Capacity Management, and IT Service Continuity Management.
• Advanced experience configuring and customizing Service Nowworkflows, Flow Designer, Business Rules, Client Scripts, UI Policies, Forms, Notifications, Approval Processes, Dashboards, Reports, and Performance Analytics.
• Experience designing and implementing integrations using Service Now APIs and integration technologies with DPRM, Change Management, CMDB, Strategic Portfolio Management (SPM), Dev Ops 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

• Service Now Certified System Administrator (CSA)

Requirements

• Design, configure, and implement the Service Now Digital Product Release Management (DPRM) solution, including release workflows, approval processes, governance controls, forms, notifications, and automationto meet business and operational requirements.
• Configure and customize Service Now 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), Dev Ops tools, CI/CD pipelines, and other enterprise systems using Service Now 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 sustainability ofthe Service Now DPRM solution.
• Assess current-state release management processes anddevelop future-state recommendationsto improve release governance, standardization, automation, stakeholder visibility, and alignment with ITILand enterprise service management best practices.
• The Release Management Consultant will be responsible forthe following:
• Lead the design, configuration, customization, implementation, and ongoing support of the Service Now Digital Product Release Management (DPRM) solution to enable and enhance enterprise release managementprocesses.
• Facilitate stakeholder workshops and collaborate withbusiness stakeholders, project teams, product owners, and technical teams togather requirements, analyze business needs, and develop scalable Service Nowsolutions and process improvements.
• Configure, customize, and maintain Service Now platformcapabilities, including workflows, Flow Designer, business rules, forms, notifications, approval processes, dashboards, reports, and Performance Analytics to support Release Management operations.
• Design, implement, and support integrations between DPRM, Change Management, CMDB, Strategic Portfolio Management (SPM), Dev Ops tools, CI/CD pipelines, and other enterprise applications using Service Now integrationtechnologies and APIs.
• Support the full solution delivery lifecycle, includingrequirements analysis, solution design, configuration, testing, deployment, release planning, production support, and continuous improvement initiatives.
• Establish and support enterprise release governancepractices, including release planning, scheduling, release calendars, riskassessments, dependency management, deployment coordination, and post-releasereviews.
• Develop and deliver process documentation, operatingprocedures, training materials, knowledge transfer sessions, and user supportresources to promote successful adoption of Release Management capabilities.
• Provide expert advice and recommendations on ITSM, Release Management, governance, and Service Now best practices to support organizationalobjectives and operational excellence

Must Haves

• Experienceassessing current-state processes and developing future-state ITSMoperating models, governance frameworks, process improvements, and servicemanagement best practices.
• Experiencedesigning and implementing integrations using Service Now APIs andintegration technologies with DPRM, Change Management, CMDB, Strategic Portfolio Management (SPM), Dev Ops tools, CI/CD pipelines, and otherenterprise systems.
• Experienceestablishing and supporting enterprise release governance processes, including release planning, scheduling, release calendars, riskassessments, dependency management, deployment coordination, andpost-release reviews.
• Knowledgeof enterprise technology environments, including cloud services, networkinfrastructure, applications, cybersecurity controls, telecommunications, collaboration platforms, and information management technologies.
• Certifications
• Required: 1. Service Now Certified System Administrator (CSA)
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