Job Description

ServiceNow Project Manager – Remote

About us

Creative Information Technology Inc (CITI) is an esteemed IT enterprise renowned for its exceptional customer service and innovation. We serve both government and commercial sectors, offering a range of solutions such as Healthcare IT, Human Services, Identity Credentialing, Cloud Computing, and Big Data Analytics. With clients in the US and abroad, we hold key contract vehicles including GSA IT Schedule 70, NIH CIO-SP3, GSA Alliant, and DHS-Eagle II.

Join us in driving growth and seizing new business opportunities.

Role and Responsibilities

• Assess existing ServiceNow SPM implementation and identify configuration/customization gaps.
• Review workflows, tables, fields, business rules, UI policies, ACLs, integrations, reports, and dashboards.
• Recommend native/OOTB ServiceNow functionality over customizations.
• Conduct stakeholder workshops, requirements gathering, and capability demonstrations.
• Design future-state processes for Cost Management, Resource Management, Portfolio Planning, Budgeting, and Financial Governance.
• Configure ServiceNow Resource Management, including:
• Resource pools, roles, skills, capacity
• Resource plans and requests
• Allocation and approvals
• Capacity, demand, utilization, and workload management
• Configure ServiceNow Cost Management, including:
• Cost types and cost categories
• Cost plans and rate cards/models
• Budgets vs. actuals
• EAC/ETC and forecasting
• Cost variance and financial reporting
• Configure budget and financial management, including funding, fiscal-year/multi-year budgets, approvals, and Change Request financial impacts.
• Configure Intake Cost Estimation for labor, hardware, software, licensing, cloud, vendors, contingency, and total project costs.
• Implement Idea Management and Strategic Planning Workspace.
• Extend the Idea → Demand → Project lifecycle.
• Configure Portfolio Planning, investment planning, prioritization, funding scenarios, roadmaps, and strategic scoring.
• Develop ServiceNow dashboards, KPIs, reports, and executive scorecards.
• Configure security roles, permissions, financial access, approvals, and segregation of duties.
• Establish ServiceNow configuration standards, naming conventions, governance, and documentation.
• Develop and execute SIT/UAT testing, defect resolution, regression testing, and production deployment.
• Provide administrator knowledge transfer and end-user training.
• Create configuration documentation, SOPs, operational procedures, and admin guides.
• Provide 30-day post-go-live hypercare and production support.

Minimum Qualification

• Strong ServiceNow Strategic Portfolio Management (SPM) experience.
• Hands-on experience with ServiceNow Cost Management configuration.
• Hands-on experience with ServiceNow Resource Management configuration.
• Experience implementing ServiceNow Idea Management.
• Experience with Strategic Planning Workspace and portfolio planning.
• Strong ServiceNow configuration skills with emphasis on native/out-of-the-box functionality.
• Experience with business requirements gathering, analysis, and documentation.
• Strong future-state business process design and workflow development experience.
• Experience with project cost, budget, forecasting, and financial management.
• Experience with resource planning, capacity management, allocation, utilization, and demand forecasting.
• Experience with portfolio management, investment prioritization, funding scenarios, and strategic planning.
• Experience developing ServiceNow reports, dashboards, KPIs, and executive scorecards.
• Knowledge of ServiceNow security, roles, permissions, and role-based access controls.
• Experience with SIT/UAT, regression testing, defect triage, and remediation.
• Experience with ServiceNow production deployment and change management.
• Strong stakeholder management and workshop facilitation skills.
• Experience developing training materials and delivering end-user/admin training.
• Strong documentation and knowledge-transfer skills.
• Experience providing post-go-live hypercare and production support.
• Ability to work in a hybrid remote/on-premise environment.