Sr. IT Agile Project Manager - ServiceNow

8100 United States - Genesys Cloud Services, Inc.; Illinois; Hybrid; USD 121,000 - 212,000; Full time

Benefits offered by this job

Health benefits

Telehealth

WFH options

Career growth

Open PTO + holidays

401(k) matching

Adoption assistance

Fertility treatments

Job summary

Genesys in the United States seeks a Senior IT Agile Project Manager for ServiceNow to lead end-to-end delivery across multiple initiatives, aligning scope, schedules and outcomes with business goals.

You will collaborate with product owners, architects, developers and stakeholders, steer risk and deployment readiness, and report progress with clear executive updates.

Qualifications

• 7+ years of IT project management or technical program management.
• Hands-on experience with ServiceNow platform delivery.
• Strong knowledge of Scrum, Kanban, and hybrid Agile approaches.
• Experience coordinating cross-functional teams and stakeholders.
• Proficient with Jira and Confluence for planning and reporting.

Responsibilities

• Own end-to-end delivery of multiple ServiceNow projects and initiatives.
• Develop integrated project plans, roadmaps, milestones and schedules.
• Facilitate sprint planning, backlog refinement, stand-ups, reviews and retrospectives.
• Identify and manage risks, dependencies, and delivery constraints.
• Provide executive-status reporting and governance materials.

Skills

IT project management

Agile delivery

Scrum Master

Kanban

ServiceNow

Jira

Confluence

Stakeholder management

Education

PMP

PMI-ACP

CSM

SAFe

Tools

ServiceNow

Jira

Confluence

Job description

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Shape the delivery of complex ServiceNow initiatives that improve how teams operate, employees work, and enterprise technology services scale across the organization. As Senior IT Agile Project Manager, ServiceNow Platform, you will own delivery across multiple concurrent initiatives, connecting platform priorities with broader technology and business objectives. You will partner with ServiceNow Product Owners, Platform Leadership, developers, architects, business analysts, QA, security, infrastructure, identity, data, vendors, and business stakeholders to turn demand into coordinated, executable plans. Your leadership will help teams navigate competing priorities, resolve dependencies, manage delivery risk, and maintain momentum from planning through production deployment. This role combines disciplined IT project and program management with Scrum, Kanban, and hybrid Agile delivery practices. You will influence how work is prioritized and delivered across the ServiceNow ecosystem, including integrations and enterprise workflows, while providing leaders with clear visibility into progress, risks, decisions, and delivery health. The position offers direct exposure to enterprise platform strategy, governance, transformation initiatives, and senior technology leadership. You will expand your influence across platform-level initiatives while helping teams deliver scalable, reliable ServiceNow capabilities that create better experiences for employees, customers, and business stakeholders.

Key Responsibilities

Own the end-to-end delivery of multiple concurrent ServiceNow projects and initiatives, driving alignment across scope, schedules, milestones, dependencies, resources, risks, and intended business outcomes. Develop integrated project plans, delivery roadmaps, milestones, and implementation schedules that translate platform and business priorities into clear execution paths. Facilitate sprint planning, backlog refinement, daily stand-ups, sprint reviews, retrospectives, and Kanban delivery activities as needed to improve delivery flow, transparency, and team alignment. Drive coordination across ServiceNow developers, architects, business analysts, QA resources, platform administrators, business stakeholders, vendors, and integrated technology teams to maintain delivery momentum. Lead the identification, management, and escalation of risks, issues, dependencies, constraints, and decisions that could affect delivery timelines, platform performance, or business outcomes. Drive accountability for project commitments, milestones, action items, and deliverables while enabling timely decisions across technical and business teams. Manage cross-functional dependencies spanning ServiceNow integrations, enterprise applications, infrastructure, security, identity, data, and other technology platforms to support scalable enterprise delivery. Lead release planning, implementation readiness, testing coordination, change management, and production deployment activities to improve release predictability and operational readiness. Monitor project health and delivery performance using appropriate Agile and project management metrics to identify trends, surface constraints, and support informed prioritization. Provide concise, decision-oriented reporting to leadership and key stakeholders covering progress, risks, dependencies, decisions, delivery health, and upcoming milestones. Develop executive-level presentations, dashboards, governance materials, and project updates that translate complex technical delivery information into clear business context. Facilitate stakeholder alignment and decision-making when priorities, scope, timelines, dependencies, or resources compete across initiatives. Ensure initiatives align with established technology governance, security, compliance, change management, and ServiceNow platform standards. Coordinate external vendors and implementation partners to maintain accountability, delivery alignment, and integration with internal teams.

Required Qualifications

7+ years of experience in IT project management, technical program management, Agile delivery, Scrum Master, or related technology delivery roles. Demonstrated experience managing complex, cross-functional technology initiatives from initiation through implementation. Hands‑on experience supporting or delivering initiatives on the ServiceNow platform. Strong understanding of Agile delivery methodologies, including Scrum, Kanban, and hybrid Agile and project management approaches. Experience managing multiple concurrent projects or workstreams with competing priorities, dependencies, and stakeholder needs. Strong background in project planning, risk and issue management, dependency management, resource coordination, governance, and executive status reporting. Experience partnering with Product Owners, engineering and development teams, architects, business stakeholders, vendors, and technology leadership. Experience using Jira and Confluence or comparable Agile and project management tools. Strong communication, facilitation, organizational, and stakeholder management capabilities across technical, business, and leadership audiences. Demonstrated ability to translate complex technical delivery information into concise business and executive-level communications. PMP, PMI‑ACP, Certified ScrumMaster (CSM), SAFe, Kanban, or comparable project management or Agile certification.

Preferred Qualifications

Experience managing enterprise ServiceNow implementations, enhancements, upgrades, integrations, or platform transformation programs. Experience with ServiceNow capabilities such as ITSM, ITOM, CMDB/CSDM, HRSD, CSM, SPM, SAM/HAM, Employee Center, or other enterprise workflows. Experience with ServiceNow Demand Management, Agile Development, or related portfolio and project capabilities. Experience operating within a ServiceNow Center of Excellence or enterprise platform operating model. Experience coordinating delivery across globally distributed teams and third-party implementation partners. Experience supporting platform governance, release management, organizational change management, or enterprise transformation initiatives.

Compensation

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $120,800.00 - $212,400.00

Benefits

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments
• Click here to view a summary overview of our Benefits.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built‑in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

Reasonable Accommodations

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