ServiceNow Project Manager

Resolve Tech Solutions Inc; Irving (TX); On-site; USD 110,000 - 150,000; Full time

Job summary

Resolve Tech Solutions Inc. is seeking an experienced IT Project Manager to lead ServiceNow and ITSM projects in a complex environment.

You will manage scope, risks, milestones, and budgets, coordinating cross-functional teams and vendors to ensure on-time delivery and operational handoff. The role emphasizes planning, governance, and outcomes over hands-on engineering, with executive-ready updates and clear communication for technical and business audiences.

Qualifications

• Demonstrated project management experience in IT environments and ServiceNow or comparable ITSM platforms.
• Working knowledge of ITSM processes such as incident, problem, change, and service request management.
• Ability to independently plan and manage scope, schedules, resources, risks, dependencies, and change control across multiple workstreams.
• Strong facilitation, stakeholder management, organization, and written and verbal communication for technical and business audiences.
• Ability to understand infrastructure and platform concepts and translate technical discussions into business impacts without hands-on engineering.
• Proficiency with planning and tracking tools (MS Project, Smartsheet, Jira) and collaboration tools (Teams).

Responsibilities

• Lead IT and ServiceNow or comparable ITSM platform projects from initiation through implementation and closeout.
• Own projects in progress; assess scope, risks, and dependencies and plan delivery.
• Develop and maintain charters, scope, schedules, milestones, and RAID logs; track costs against budgets.
• Facilitate sessions with stakeholders and teams; document decisions, owners, and due dates.
• Coordinate platform owners, engineers, security, vendors, and stakeholders to align priorities.
• Manage risks, issues, assumptions, and change requests; obtain required approvals.
• Coordinate testing, deployments, cutovers, and rollback planning with technical owners.
• Track deliverables against acceptance criteria and coordinate UAT and defect resolution.
• Provide concise status reports and tailor communications to audiences.

Skills

Project management

ITSM

Stakeholder management

Facilitation

Requirements gathering

Risk management

Budget tracking

Clear communication

UAT coordination

Tools

Microsoft Project

Smartsheet

Jira

Microsoft Teams

Job description

Own day-to-day project delivery and engage confidently in technical discussions while keeping responsibility focused on planning, coordination, governance, and outcomes rather than hands-on engineering.

• Lead assigned IT and ServiceNow or comparable ITSM platform projects from initiation through implementation, transition to operations, and closeout.
• Take ownership of projects already in progress; assess current scope, commitments, risks, and dependencies, and establish a clear plan for continued delivery.
• Develop and maintain project charters, scope, schedules, milestones, resource plans, and RAID logs; track costs against approved budgets and communicate variances.
• Facilitate requirements, planning, and status sessions with business stakeholders and technical teams; document decisions, action owners, and due dates.
• Coordinate platform owners, process owners, engineers, architects, security teams, vendors, and business stakeholders to align priorities, responsibilities, and dependencies.
• Manage risks, issues, assumptions, dependencies, and change requests; assess impacts to scope, schedule, cost, and quality, and obtain required approvals.
• Coordinate platform implementations, enhancements, integrations, and IT infrastructure changes, including testing, cutover planning, deployment readiness, and rollback planning with technical owners.
• Track deliverables against agreed acceptance criteria; coordinate system testing and user acceptance testing (UAT), defect resolution, and stakeholder sign-off.
• Identify and escalation blockers early, present practical resolution options, and follow through with accountable owners to protect delivery commitments.
• Maintain project documentation and governance artifacts; coordinate training, support readiness, operational handoff, and closeout, including lessons learned.
• Partner with IT and business process owners to translate service management needs into clear project deliverables and align platform changes with operational workflows.
• Provide concise, executive-ready status reports covering progress, milestones, budget status, risks, dependencies, and decisions needed; tailor communications to technical and nontechnical audiences.

“MUST HAVE” SPECIFIC KNOWLEDGE AND SKILLS

• Demonstrated project management experience in both IT environments and ServiceNow or comparable ITSM platforms, including implementation, enhancement, or integration projects.
• Working knowledge of IT service management processes such as incident, problem, change, and service request management, and how platform workflows support those processes.
• Ability to independently plan and manage scope, schedules, resources, risks, dependencies, and change control across multiple workstreams.
• Strong facilitation, stakeholder management, organization, and follow-through skills, with clear written and verbal communication for technical and business audiences.
• Ability to understand infrastructure and platform concepts, challenge assumptions constructively, and translate technical discussions into business impacts without performing hands-on engineering.
• Proficiency with Microsoft Project, Smartsheet, Jira, or comparable planning and tracking tools, and Microsoft Teams or similar collaboration tools.

PREFERRED SKILLS AND EXPERIENCE

• Direct experience delivering Infrastucture and/or ServiceNow projects; experience with comparable ITSM platforms is also relevant.
• Experience coordinating platform integrations, workflow improvements, service catalogs, or configuration management database (CMDB) initiatives.
• Experience working with cross-functional technical teams and third-party vendors in large, complex environments.
• Experience coordinating testing, user acceptance, deployment readiness, training, and transition to operational support.
• Experience taking over in-flight projects and coordinating related infrastructure migrations, refreshes, or modernization efforts.
• Technical familiarity with ServiceNow or comparable platforms is a plus; hands-on administration, development, or configuration experience is not required.