Project Manager (Business Analyst) for ServiceNow CRM Deployment

Keoni; Singapore; Hybrid; SGD 90,000 - 150,000; Full time

Job summary

Keoni is seeking a skilled Project Management Consultant to support the integration of CRM into ServiceNow for the Enterprise domain in Singapore.

You will lead migration from PEGA to ServiceNow, manage deployment plans, run workshops with IRC stakeholders, and coordinate with IT and DPR. Strong CRM knowledge and experience with ServiceNow CSM are required. This role offers cross-functional collaboration and post-deployment support.

Qualifications

• Proven experience in leading complex projects with CRM focus.
• Strong understanding of CRM environments and ServiceNow platform.
• Ability to structure, prioritize and formalize needs, deliverables and milestones.

Responsibilities

• Develop and monitor deployment plans for CRM migration from PEGA to ServiceNow.
• Facilitate workshops with IRCs and stakeholders (DPR, IT).
• Coordinate project from start to finish and manage risks, dependencies, and escalation paths.
• Prepare steering committee materials and governance documentation.
• Provide post-deployment support and cross-functional team guidance.

Skills

Project management

Stakeholder management

Workshop facilitation

CRM knowledge

ServiceNow CRM

Analytical thinking

Communication skills

Tools

Excel

Power BI

Teams

SharePoint

Job description

Context: Project Management Assistance for the Integration of Customer Relationship Management (CRM) into the ServiceNow CRM – Enterprise Customer Relationship Management – ServiceNow CRM Deployment. This project is part of the CRM software migration from PEGA to ServiceNow. Its objective is to successfully integrate CRM into the CRM throughout 2027 for the Enterprise domain. The selected consultant may also, if necessary, provide support to the rest of the team on related topics within the scope of this project.MISSIONS: Mission Description The main mission of deploying the ServiceNow CRM comprises two parts. 1. Migration of IRCs currently using PEGA to ServiceNow • Develop and monitor the deployment plan for each IRC: organization, planning, risks, and dependencies; • Prepare materials for steering committee meetings, including deployment committees; • Define and monitor, in conjunction with the IRCs, the procedures for migrating from a tool to the ServiceNow CRM; • Facilitate workshops with the IRCs; • Manage the relationship with IRC contacts and project stakeholders – DPR and IT; • Escalate alerts to the project steering team – PO, change management – at the appropriate time and appropriately.2. Migration of IRCs not currently using a CRM tool • Audit the existing activities of the IRCs, both in terms of organization and solutions, and conduct gap analyses in conjunction with the change management teams; • Organize and lead workshops with IRC stakeholders, business teams, and the IT department; • Gather business challenges, needs, pain points, and requirements; • Conduct impact analyses and develop implementation scenarios; • Coordinate and manage the project from start to finish to ensure that business and technical issues are addressed, from preparatory work to post-deployment support; • Develop preparatory materials for steering committees: monitoring committee, steering committee; • Manage the relationship with IRC stakeholders and project stakeholders – DPR and IT department; • Escalate issues to the project steering team at the appropriate time and in the right context.Technical and methodological skills • Proficiency in project management and project support methods; • Ability to structure, analyze, prioritize and formalize needs, processes and deliverables; • Good command of office and collaborative tools: advanced Excel, Power BI, Teams, SharePoint; • Proven experience in leading or supporting complex projects.Knowledge of CRM and IS environments • Good knowledge of customer relationship tools, particularly CRM environments; • Knowledge of ServiceNow CRM – CSM module required; • Proven experience on CRM solution deployment projects; • Knowledge or similar experience in the social protection sector, ideally in the supplementary pension sector; • Understanding of the challenges related to the evolution or replacement of a software package in a complex IS environment.Interpersonal and leadership skills • Excellent written and oral communication skills, with the ability to synthesize and simplify complex information; • Ability to interact with diverse stakeholders and bring together multidisciplinary stakeholders; • Sense of service, diplomacy and ability to thrive in a cross-functional environment.Analytical qualities • Analytical mind, rigor and ability to formulate relevant recommendations; • Proactivity, autonomy and organizational skills; • Strong ability to adapt in a changing context; • Prioritization skills, team spirit, confidentiality and professional ethics.Application: CV + cover letter + copies of diplomas to be sent to [e-mail]