Drive Outcome-Based ServiceNow Delivery
Manage projects focused on core ITSM capabilities (Incident, Problem, Change, Request, Knowledge, CMDB, Service Catalog).
Ensure delivery aligns to measurable operational improvements such as SLA attainment, reduced MTTR, improved change success rate, and strengthened CMDB maturity.
Coordinate cross-functional efforts spanning: ITOM (Discovery, Service Mapping, Event Management) ITAM (asset lifecycle management, compliance, inventory governance) HRSD (employee case management, service delivery workflows)
Maintain clear alignment between business objectives and platform execution.
Develop and manage detailed project plans aligned to contractual scope and customer requirements.
Track schedule, budget, risks, dependencies, and resource allocation.
Facilitate issue resolution and proactively manage project risks.
Support Agile/Scrum ceremonies and structured delivery practices.
Maintain documentation, reporting, and governance standards consistent with consulting best practices.
Build and maintain strong client and subcontractor relationships.
Serve as the primary point of contact for project stakeholders.
Communicate status, risks, and outcomes clearly and consistently.
Ensure delivery of high-quality work and a positive customer experience.
Provide performance feedback and development support to project team members.
Foster accountability, collaboration, and continuous improvement.
Promote Intact’s culture and values within each engagement.

5+ years of progressive experience in a project management role
Experience managing ServiceNow delivery engagements, particularly ITSM-focused implementations
Working familiarity with ITOM, ITAM, and/or HRSD initiatives
Experience managing delivery teams in a consulting environment
Strong understanding of IT Service Management (ITSM) principles and IT operational processes
Experience working with commercial and/or federal clients
Bachelor’s degree in Business Administration or related field (or equivalent experience)
Excellent written and verbal communication skills
Strong interpersonal skills and emotional intelligence
Ability to manage competing priorities and perform under pressure.

Ongoing personal and professional development opportunities.
Flexible paid time off, plus 12 paid holidays.
Premium healthcare plans — Medical, Dental, Vision — including HSA and FSA options.
Qualified 401(k) program.
Virtual happy hours and team-building events.

Senior Project Manager – ServiceNow

Key skills