Role Proficiency:

Perform end-to-end management of a single project up to TCV of 500K with time and effort based or deliverable based model; by delivering the agreed scope within the agreed timeline and cost. Ensure the success and acceptance criteria of the project are met enhancing customer satisfaction.

Outcomes:

     Identify key stakeholders ensuring establishment and maintaining positive business relationships among stakeholders (internal or external)      Maintain regular communication with customer; addressing needs through empathy with their environment      Define activities responsibilities critical milestones resources skills needs interfaces and budget. Optimize costs and time utilisation minimize waste and deliver projects on time on budget as per the contract and agreed scope with a high quality result.      Anticipate all possible risk manage them by applying the suitable risk management strategy; while developing contingency plans.      Implement the governance model defined for similar projects      Track and reports project KPIs and analyze project health      Effective implementation of software delivery methodologies to improve project KPIs      Provide individual and team mentoring; ensuring high levels of team engagement and developing capabilities within team      Adopt and build software engineering best practices which can be leveraged by other teams

Measures of Outcomes:

     Sprint velocity/team productivity      Planned schedule vs actual      Planned effort vs actual      Planned cost vs actual      Retention      Requirement stability and effectiveness of scope change management      Product quality (rework effort defect density defect leakage in various phases and number of rejected defects)      Risk management index      Adoption of reusable components and artefacts   Customer satisfaction Team satisfaction

Outputs Expected:

Scope Management :

Conduct requirements analysis
requirements elicitation
scope control and prioritization based on customer needs and scope change management Drive the creation of common standards such as design documents
traceability matrix
bridge documents
analysis methodologies and solution artefacts Partner with the customer to define their requirements; elicit requirements from solution envisioning workshop Conduct impact analysis of any scope changes across phases and negotiate with the customer for scope prioritization

Estimation and Resource Planning:

Consolidate estimates at a solution level
evaluate risks and validate estimates from a technical standpoint
with assumptions
scope and boundaries defined Review and validate estimates across service lines Conduct resource planning (pyramid
people development) at a project level based on project requirements Conduct impact analysis for changes and analyze corresponding impact to overall estimates and resource loading Identify the different roles and skills for each role
considering the constraints
pre-requisites and other project specific KPIs

Project/ Schedule Management:

Plan and manage multiple small projects/ modules as defined within UST Identify risks and mitigation strategies and implement the same to manage simple
small projects/ modules Anticipate items that cause schedule delays
schedule dependencies and manage them following the proper risk management plan Identify options to fast track the schedule and plans to implement the same Estimate the work
plan and track the activities closely and report the progress on a regular basis

Risk/Issue management:

Proactively identify any dependencies that might impact the project KPIs. Obtain agreement with dependency owners and closely track them on the plan Identify and closely track the risks in the project and follow escalation path Document the risks and issues in the project
communicate them to all relevant stakeholders and closely track the impact

Stakeholder Management:

Identify the internal and external stakeholders on the project Define the RACIA chart and communicate the roles/responsibilities to the stakeholders Define the communication plan and implement the same

Test and Defect Management :

Support system integration testing (functional / technical) Review/mentor team during test execution Support defining the test strategy and scenarios Understand the business impact of defects Prioritize the defects based on their criticality and severity Participate in defect triage meetings Identify and analyse root cause of defects Interpret the results

Software Development Process Tools & Techniques:

Define/adopt the right tooling strategy for the project Independently guide the team to develop efficient and high-quality work products Meet project goals
ensure process compliance and mentor the team

Governance:

Tailor organization's quality guidelines and benchmarks to meet specific project quality requirements and processes

Domain / Industry Knowledge:

Understand how the proposed solution meets client requirements

Technology Concepts:

Understand customer's technology landscape Map business requirements to technology requirements Set expectations with the customer Leverage that knowledge in day-to-day work or in upgrading skills of the team

Profitability Management:

Analyze profitability for project Create profitability sheet based on resource plan Modify parameters within profitability sheet and identify impact on margins

Pricing Models:

Define the pricing models for medium complex projects Conduct estimation for medium complex projects.

Knowledge Management (KM):

Establish a KM plan and platform that can be leveraged by new joiners to the project Ensure the learning's from the project are contributed to the KM repository

Account Management Processes and Tools:

Work under the guidance of the account manager to drive the account management KPIs relevant for the project Collaborate with other projects and enabling functions to deliver value to UST and to the customer in terms of ideas
automation
etc

Solution Structuring:

Present the proposed solution to customer highlighting the solution benefits Understand the end in mind and the relevance of win themes Carve out simple solution / POC to build confident in the solution

Self-Development and Organizational initiatives:

Review other project artefacts and assess the health of the same Actively participate in forums like PM forums and share best practices and learnings from own projects Adopt learnings and reusable methodologies/tools from other projects to improve productivity and quality

Team Development:

Implement a framework to assess the skill level of the team and work with the team to define a skill enhancement plan Nurture the innovation potential within the team Provide feedback and enable the team to perform independently and grow

Skill Examples:

     Impact and Influence      Identify project risks and define action plans to manage      Define a project plan by breaking it down into individual project tasks      Communicate project progress to all relevant parties reporting on topics such as cost control schedule achievements quality control risk avoidance and changes to project specifications      Delegate tasks and manage team member contributions appropriately      Assess the project heath using quantitative measures and change the course of action as needed

Knowledge Examples:

     Technologies to be implemented within the project      Structured project management methodologies (e.g. agile techniques)      Estimation techniques      Metrics analysis and quantitative management      Root cause analysis      People management including goal setting growth aspects and coaching      Understanding of the quality and governance models of UST and the customer; aligning the deliverables to meet those standards

Additional Comments:

We are seeking a highly skilled and experienced ServiceNow Project Manager with an in-depth understanding of the ServiceNow platform, specifically focusing on CMDB, ATF, and ITSM. The ideal candidate will be responsible for leading and managing ServiceNow implementations and upgrades, ensuring successful delivery, and driving business transformation through efficient process automation. The role will also require expertise in other key ServiceNow modules including CSDM, Discovery, Knowledge Management, Event Management, Security Incident Response, and Vulnerability Response. Key Responsibilities: • The Project Manager will play a pivotal role in overseeing the successful delivery and implementation of the project • Provide overall leadership and direction for the project, ensuring alignment with Bain’s objectives, project scope, and timelines • Proactively engage with Bain to understand their business needs, address concerns, and manage expectations throughout the project lifecycle • Responsible for Resource and Risk Management • Ensure that project deliverables meet client’s expectation. • Project Management: Lead end-to-end ServiceNow projects from initiation to closure, ensuring on-time delivery within scope and budget. • CMDB Management: Drive the configuration, implementation, and optimization of the Configuration Management Database (CMDB), ensuring accurate data modeling and alignment with CSDM and ITSM processes. • ATF (Automated Test Framework): Manage the setup and execution of ATF to ensure the quality and reliability of ServiceNow customizations and updates. • ITSM Process Leadership: Oversee IT Service Management (ITSM) process implementations, focusing on Incident, Problem, Change, and Request Fulfillment. • Discovery & Event Management: Lead the deployment and optimization of ServiceNow Discovery and Event Management to ensure seamless service visibility and proactive event handling. • Knowledge Management: Implement and optimize Knowledge Management processes within ServiceNow to facilitate the effective sharing of information and best practices across the organization. • Security Incident Response & Vulnerability Response: Ensure the effective deployment of ServiceNow’s Security Incident Response and Vulnerability Response modules to improve security operations and incident management. • Stakeholder Management: Collaborate with business stakeholders, IT teams, and ServiceNow developers to define project goals, scope, deliverables, and timelines. • Risk Management: Identify project risks and issues, and develop mitigation strategies to ensure successful project outcomes. • Reporting & Communication: Provide regular project status updates to stakeholders and senior management, highlighting progress, risks, and issues. Key Requirements: • ServiceNow Expertise: Strong experience with ServiceNow modules, specifically CMDB, ATF, and ITSM. • Project Management: Proven track record of managing complex ServiceNow projects, with PMP, PRINCE2, or similar certification preferred. • CMDB Knowledge: Deep understanding of CMDB design, maintenance, and integration with ITSM and CSDM. • ATF Experience: Hands-on experience in implementing and managing Automated Test Framework (ATF) for ServiceNow. • ITSM Best Practices: Strong understanding of ITIL processes and ITSM best practices, with ITIL certification preferred. • Discovery & Event Management: Experience with ServiceNow Discovery and Event Management tools. • Security Modules: Experience in deploying and managing Security Incident Response and Vulnerability Response modules. • Analytical Skills: Strong problem-solving and analytical skills to address technical challenges and optimize workflows. • Communication: Excellent verbal and written communication skills, with the ability to engage stakeholders at all levels. • Collaboration: Strong teamwork and collaboration skills to work effectively with cross-functional teams. Preferred Qualifications: • Bachelor’s degree in Computer Science, Information Technology, or a related field. • 8+ years of experience in ServiceNow with a focus on CMDB, ATF, and ITSM and 5+ years experience in project management,. • ServiceNow Certified System Administrator (CSA) • Certified Implementation Specialist in any two modules of ServiceNow preferably CMDB, ITSM. • Experience in Agile or Scrum methodologies is a plus.