Job Overview: JSG’s client uses ServiceNow to support a variety of business processes and has implemented IT Service Management (ITSM), Integrated Risk Management/Governance, Risk and Compliance (IRM/GRC), and Customer Service Management (CSM). JSG’s client is developing additional CSM functionality to support stakeholder interactions and the changes required for the Restructured Energy Market. Reporting to the Manager, Enterprise Cloud Platforms, JSG’s client is seeking a ServiceNow Project Manager to join its dynamic team. The ideal candidate will have a strong background in Customer Service Management (CSM) and a minimum of five years of hands-on ServiceNow project management experience. The successful candidate will lead end-to-end ServiceNow CSM implementations, enhancements, and transformation initiatives while managing project delivery, stakeholder engagement, vendor coordination, and governance activities. This role requires a blend of project management expertise, ServiceNow platform knowledge, and business process transformation capabilities. The successful candidate will work closely with business stakeholders, platform administrators, architects, project teams, developers, analysts, testers, and vendors. Must Haves: Degree or Diploma in Computer Science, Information Technology, Engineering, Business Administration, or a related field. Minimum five years of hands-on ServiceNow project management experience. Minimum seven years of experience managing enterprise technology or transformation projects. Proven experience delivering ServiceNow implementations and enhancements. Strong practical experience managing ServiceNow Customer Service Management (CSM) delivery. Experience leading projects using Agile, Waterfall, and Hybrid delivery methodologies. Hands-on experience with ServiceNow integrations and platform capabilities. Strong stakeholder management and executive communication skills. Nice to Haves: PMP, PRINCE2, Agile, or equivalent project management certification Key accountabilities Lead end-to-end delivery of ServiceNow CSM projects and programs. Develop and manage project scope, budget, schedule, resources, and dependencies. Drive stakeholder engagement and alignment of business requirements. Facilitate workshops to define solution requirements and priorities. Coordinate developers, architects, analysts, testers, and vendors throughout project delivery. Monitor project health, risks, issues, dependencies, and mitigation activities. Ensure adherence to JSG’s client’s Solution Delivery Life Cycle and project governance requirements. Provide executive reporting, project status updates, delivery metrics, and other project communications. #LI-KS1
