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ITSM Project Manager

Remote, USA
ITSM Project Manager
Location: Remote w/ travel

TechnoLava is in search of a Technical Project Manager for one of our clients. Ideally, we are looking for a candidate in the Indianapolis, IN area but remote is acceptable with some light travel required. 

Functional Responsibilities:
  1. Provides day-to-day support for managing all requests for new onboarding clients, new work efforts, releases, maintenance and patching, etc.
  2. Prioritizes requests base on business demand, client deadlines and skill level of resources available.
  3. Provides escalation based on resource shortage or new requests with high priority that cannot be met
  4. Enforces the use of the SDLC tool within ServiceNow for tracking and managing all requests
  5. Tracking Change requests for various platforms and building that into the schedule with new client and new feature requests
  6. Coordinates with other technical teams on release schedule and cross platform needs
  7. Manages all development requests for the development,  test and production platforms
  8. Provides weekly reporting on all requests in development queue along with when they will be delivered
  9. Provides and manages SOW estimates and meets expected timelines requested by clients or escalates
  10. Provides estimates and recommendations for client change requests
  11. Provides backlog tracking and prioritization on a weekly status for review
  12. Provides recommendations for process change and better optimization of resources
  13. Manage and brings to resolution requests that impact the service management and associate integrations to that platform  
    1. Provides detailed written outline of the impacted situation, resolution and timelines
  14. Make recommendations for new tools when tech turns are needed\required
  1. Understanding and usage of ServiceNow platform functionality for incident, change, problem and SDLC Management
  2. Utilizes the Microsoft suite for managing various workload components (Outlook, Excel, Word, project planner)
  3. Technical development understanding of Service Management applications (ServiceNow and Remedy) and integrations such as:
    • Multi-service provider environments
    • Integrations for SSO, SCCM, AD, API’s, LDAP, etc.
    • Support and operations steady operations support for all new requests
    • B2B (business-2-business) integrations for incident, request and change
    • Network considerations
    • New Platform builds:
      • Infrastructure needs
      • Integration tools and strategy
      • Network impacts
      • Timeline builds
      • Risk considerations
      • Back-up, redundancy and Disaster Recovery
      • Storage considerations
      • Operations Support needs and planning
      • Steady State support planning
      • Ability to construct a plan for implementation and manage to that plan
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