ITSM Project Manager

Job Description

The preferred candidate will have a total of 4 or more years’ experience in the Information Technology industry, with minimum of 2 years of experience as a project manager and 2 years of experience working in an IT Service Management (ITSM) platform (e.g., ServiceNow or BMC Remedy-type platform).  Candidate should have strong communications skills, both written and verbal, be comfortable presenting information to teammates, customer technical personnel and Leads and Managers.


This Sr. Project Management candidate must be able to demonstrate the ability to manage complex and highly technical projects while using an Industry standards best practices and methodologies.  This candidate will have the ability to flex and pivot as changes occur and prioritize projects and tasks as they arise.  Holding the Project Management Professional (PMP) Certification is desired.


Selected candidates must be US Citizens, and complete basic safety and security training to meet the customer requirements.



  • Track progress on assigned projects, including progress on milestones, dates, and issues.
  • Attends project meetings and is responsible for project task tracking.
  • Facilitate compliance with standard process, procedures and controls.
  • Demonstrates expertise in planning, executing and delivering projects/engagements.
  • Create a dynamic action list to track issues as they develop, who should resolve, and the results.
  • Ensure adherence to quality standards and reviews project deliverables.
  • Communicates to internal PM team members.
  • Communicate all operating policies and/or issues at department meetings.
  • Provide input in efforts to develop policies, procedures, documentation, and associated training plans for Technical, Operational and Sales teams.
  • Create, organize, update, and maintain internal and customer-facing documentation and related templates.
  • Manage weekly Status Reporting for all Requests and Projects within the Program.
  • Contributes to Monthly Service Level Agreement requirements within the Service Delivery Program.
  • Ability to work in all IT Service Management disciplines – focusing on Incident, Change, Problem and SLA Management.
  • Ability to coordinate activities within very large project teams with numerous key stakeholders.
  • Ability to pivot, hourly – if necessary – based upon priority changes.
  • Reviews and manages all Project Change Requests (PCRs).
  • Participate in all QA and DEV testing of new releases of the ITSM platform.
  • Manages the Service Evolution Process for new services proposed for service delivery