Sr. IT Agile Project Manager - ServiceNow

Genesys helps organizations create better customer and employee experiences through AI-powered experience orchestration. The Senior IT Agile Project Manager will lead multiple concurrent ServiceNow initiatives, coordinating cross-functional teams, managing delivery risks and dependencies, and ensuring successful planning through production deployment. The role also supports Agile delivery practices, governance, executive reporting, and enterprise platform transformation.

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

Requirements:

• 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
• 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