Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.
The role of ServiceNOW Project Manager at Opensity Solutions is responsible for leading and delivering complex technical projects, with a particular focus on ServiceNow platform, module, and workflow development and implementation. This role requires strong experience in Agile methodologies, technical project delivery, client-facing communication, and the ability to manage cross-functional teams to achieve project goals on time and within budget. The ServiceNOW Project Manager will act as a liaison between clients, development, engineering, and business stakeholders, ensuring alignment with organizational objectives and client needs.
ROLES & RESPONSIBILITIES
Responsibilities for this role include, but may not be limited to, the following:
Lead end-to-end project management for technical projects focusing on ServiceNOW ITSM implementations, upgrades, and integrations, ensuring adherence to timeline, budget, and scope.
Oversee Agile project delivery, including sprint planning, backlog management, and facilitating daily stand-ups and retrospectives.
Develop detailed project plans, set schedules, and manage resources to ensure key milestones and deliverables are met.
Serve as the primary point of contact between clients, engineering teams, and business stakeholders.
Communicate project status, risks, and issues through regular reports and presentations to senior management and stakeholders.
Coordinate and attend all project status meetings, ensuring effective collaboration and issue resolution.
Maintain compliance with ITIL best practices; support process improvements and standardization.
Manage project administration and financials (e.g., budget to actuals), and support internal governance processes.
Identify, assess, and mitigate project risks, proposing creative solutions to maintain project momentum.
Support continuous improvement of project management processes and methodologies within the PMO.
Assist with team growth, including recruiting, interviewing, and onboarding new team members.
Foster a culture of collaboration, innovation, and operational excellence.
KNOWLEDGE, SKILLS & ATTRIBUTES
Proven track record of strategic leadership over projects, with the ability to lead and deliver technology projects on time and within budget.
Strong facilitation, problem-solving, and leadership skills.
Ability to plan and manage the execution of complex, yet detailed, work efforts across multiple groups, including leading teams through all project development and planning cycles.
Excellent organizational, verbal, and written communication skills.
Ability to multi-task, prioritize, and manage multiple initiatives in a fast-paced environment.
Strong business acumen and ability to align project management strategies with organizational goals.
Demonstrated ability to build and maintain strong relationships with internal and external stakeholders.
Ability to work cooperatively within a team and across the organization matrix to achieve group and organizational goals
Capacity to adhere to K2 Values: Respect, Accountability, Collaboration, Innovation, Service Orientation.
Commitment to diversity, equity, and inclusion.
QUALIFICATIONS
Experience:
5+ years of technical project delivery experience, specifically including direct oversight and management of ServiceNOW development and implementation projects, encompassing all business analysis, development, planning, testing, and implementation cycles.
Experience leading projects in a consulting company preferred.
Proven experience using Agile and hybrid project management methodologies.
Hands-on experience managing enterprise ServiceNow implementations such as:
IT Service Management (ITSM/DevOps) – Incident, Problem, Change, Request, Knowledge, Catalog, Mobile Agent, Universal Request, Virtual Agent, Survey Management, Walk-up Experience.
IT Operations Management (ITOM) – Discovery, Agent Client Collector (ACC), Service Mapping, Event Management, Certificate Management, Firewall Audits
IT Asset Management (ITAM) – Software Asset Management (SAM), SaaS License Management, Software Spend Detection, Contract Management
Strategic Portfolio Management (SPM) – Scaled Agile Framework (SAFe), Project and Portfolio Management, Resource Management, Time Card Management
Education
Bachelor’s degree in business, Project Management, Management Information Systems, Computer Science, or related field required.
Credentials / Certifications:
PMP certification preferred.
Agile certification (e.g., Scrum Master) a plus.
ITIL certification a plus.
COMPENSATION & WORK DETAILS
Salary Range: $100- $140,000 CAD annually, commensurate with experience, skills and location.
Location: Fully remote – open to candidates based in Ontario/Alberta, Canada.
Employment Type: Full-Time
Opensity Solutions IS AN EQUAL OPPORTUNITY EMPLOYER Diversity and inclusion matter to us here at Opensity. We celebrate our differences and advocate an environment where everyone feels included. We’re proud to be an equal opportunity employer – and celebrate our employees’ differences, including race, color, religion, sex, national origin, citizenship, marital status, sexual orientation, gender identity, age, disability, Veteran status, or any other protected group status. Our differences make us better, stronger, and more successful. Equal employment opportunity extends to all aspects of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensations, benefits, and other terms and conditions of employment.
Opensity is an Equal Opportunity Employer.
We are committed to providing equal employment opportunities to all applicants and employees and do not discriminate on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.
Employment decisions at Opensity are based on qualifications, merit, and business needs. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, training, discipline, and termination.
Opensity is committed to providing reasonable accommodations for qualified individuals with disabilities, for pregnancy related conditions, and for sincerely held religious beliefs, in accordance with applicable law. We do not tolerate retaliation against individuals who raise concerns or participate in an investigation related to equal employment opportunity.
