IT Project Manager (ServiceNow) - #1741

Jobster Private Ltd; Singapore; On-site; SGD 90,000 - 135,000; Full time

Job summary

Jobster Private Ltd is seeking an IT Project Manager to oversee a Proof of Concept (POC) evaluating ServiceNow for CRM-based case management and customer service processes. You will collaborate with the Customer eXperience Department (CXD) and ISTD, coordinating business users and technical teams.

Responsibilities include planning, governance, and evaluation of end-to-end case processing, with a focus on high-volume journeys, escalation handling and analytics.

Qualifications

• Degree or diploma in Information Technology, Computer Science, or related discipline.
• Experience in IT project management, system implementation or digital transformation.
• Experience coordinating cross-functional teams and external vendors.
• Familiarity with project management methodologies and stakeholder reporting.
• Experience delivering CRM or SaaS implementation projects, preferably ServiceNow.
• Knowledge of AI-enabled business applications and evaluation in operations would be beneficial.

Responsibilities

• Develop and maintain the POC project plan, timeline and milestones.
• Coordinate activities and stakeholders to maximise patient journeys evaluated within timeframes.
• Monitor progress, identify risks and implement mitigation measures.
• Lead governance, evaluation criteria and reporting mechanisms for the POC.
• Oversee documentation, status reports and final POC assessment preparation.
• Facilitate knowledge sharing and mentoring among project personnel and vendors.

Skills

IT project management

Stakeholder management

Cross-functional coordination

Communication skills

Risk management

Project governance

Priority management

Presentation skills

Education

Degree or diploma in IT/CS

Tools

ServiceNow

CRM platforms

Workflow automation tools

Job description

The IT Project Manager will oversee the planning, coordination and execution of the Proof of Concept (POC) to evaluate the suitability of ServiceNow, a Software-as-a-Service (SaaS) Customer Relationship Management (CRM) platform, in supporting case management and customer service requirements.

The role involves working closely with stakeholders from the Customer eXperience Department (CXD), Information Systems & Technology Department (ISTD), business users and technical teams.

Key responsibilities include:

1. Project Planning and Delivery Management

   • Develop and maintain the POC project plan, timeline, milestones and deliverables.

   • Coordinate project activities, resources and stakeholder participation to maximise the number of user journeys evaluated within the available timeframe.

   • Monitor project progress, identify delivery risks and issues, and implement appropriate mitigation measures.

   • Facilitate project meetings, track action items and provide regular progress updates to stakeholders.

2. Stakeholder and Vendor Management

   • Work closely with CXD, ISTD, business users and technical teams to align project objectives, requirements and evaluation priorities.

   • Coordinate stakeholder discussions, demonstrations, testing activities and review sessions.

   • Manage dependencies, resolve project issues and facilitate decision-making throughout the POC.

3. POC Governance and Evaluation

   • Establish the project governance structure, evaluation approach, success criteria and reporting mechanisms.

   • Oversee the evaluation of end-to-end case processing, including high-volume user journeys, escalation scenarios, operational reporting, supervisor vetting and multi-user collaboration.

   • Ensure AI-assisted capabilities, including automated interaction logging, smart triaging and routing, similar case detection, context summarisation, and trend and sentiment analytics, are evaluated against agreed criteria.

   • Consolidate findings on platform strengths, limitations, dependencies, risks and capability gaps.

   • Prepare the final POC assessment and recommendations to support decisions on the platform's suitability and potential future implementation.

4. Documentation and Reporting

   • Ensure project plans, status reports, risk registers, decision logs, meeting minutes and key deliverables are maintained.

   • Oversee the preparation of the final POC report, including key findings, evaluation results, outstanding issues and recommendations.

   • Ensure project artefacts are documented for future reference and potential implementation.

5. Knowledge Transfer and Capability Building

   • Facilitate knowledge-sharing sessions and mentoring between project personnel, vendors and officers.

   • Ensure relevant project documentation, evaluation frameworks, governance practices and lessons learnt are transferred to officers.

   • Support the development of internal capabilities to enable MOM officers to manage and oversee future CRM evaluation and implementation activities.

Job Requirements

• Degree or diploma in Information Technology, Computer Science, Business Information Systems, Project Management or a related discipline.

• Relevant experience in IT project management, system implementation, digital transformation or technology evaluation projects.

• Experience coordinating cross-functional teams, business stakeholders, technical personnel and external vendors.

• Familiarity with project management methodologies, project planning, risk management, issue tracking and stakeholder reporting.

• Experience managing CRM, case management, workflow automation or SaaS implementation projects.

• Familiarity with ServiceNow or other enterprise CRM and workflow platforms.

• Understanding of AI-enabled business applications and their evaluation in operational environments would be beneficial.

• Strong communication, organisational, analytical and stakeholder management skills.

• Ability to manage competing priorities and deliver project outcomes within tight timelines.

• Experience in knowledge transfer, mentoring, training coordination and project documentation would be advantageous.

• Experience delivering ServiceNow CRM or similar AI-enabled case management projects, with relevant project references, would be an added advantage.