Job Description

Job Description

ServiceNow PPM Implementation Specialist (Project Manager/Business Analyst)

Overview

We are seeking a highly motivated and experienced ServiceNow PPM Implementation Specialist to drive the successful configuration, deployment, and adoption of the ServiceNow Project Portfolio Management (PPM) module. This role will function as a hybrid Project Manager and Business Analyst, collaborating closely with IT, business stakeholders, and end-users to maximize the value of our ServiceNow platform for project, portfolio, and operational work management.

Key Responsibilities

1. ServiceNow PPM Implementation & Configuration

• Lead the end-to-end implementation and configuration of the ServiceNow PPM module.
• Translate complex business requirements into technical solutions within the ServiceNow platform.
• Configure core PPM functionalities, including:
• Project and Operational Work Tracking
• Time Entry and Reporting
• Project Intake and Demand Management (Idea/Demand to Project lifecycle)
• Resource Management (Demand/Supply Tracking)
• Financial Planning and Portfolio Management (as needed).

2. Business Analysis & Stakeholder Management

• Conduct workshops and interviews with Project Managers, Resource Managers, and Individual Contributors to gather and document detailed requirements.
• Develop functional specifications, process flows, and use cases.
• Serve as the primary liaison between technical development teams and business stakeholders.

3. Training, Adoption, and Change Management

• Develop and deliver comprehensive training programs (documentation, sessions, Q&A) for various user groups (PMs, RMs, contributors).
• Drive user adoption by communicating value, addressing pain points, and supporting users through the transition.
• Create and maintain high-quality documentation for processes and system usage.

4. Platform Optimization & Operational Support

• Assist in optimizing the existing use of the core ServiceNow platform for operational ticket tracking, reporting, and dashboard creation.
• Identify opportunities to leverage ServiceNow features to streamline operational processes and improve efficiency.
• Create and maintain reports, metrics, and dashboards to provide visibility into project health, resource utilization, and operational performance.

Required Qualifications

• Proven Experience: Minimum of 3-5 years of experience as a Business Analyst or Project Manager, with a strong focus on enterprise system implementation.
• ServiceNow Expertise: Minimum of 2 years of direct, hands-on experience implementing, configuring, or supporting the ServiceNow PPM module (or ITBM Suite).
• Technical Skills: Deep understanding of ServiceNow platform capabilities, configuration, and best practices.
• Functional Knowledge: Strong grasp of Project Management methodologies (Waterfall, Agile), Portfolio Management, Resource Management, and IT Service Management (ITSM) concepts.
• Communication: Excellent written and verbal communication skills, with the ability to articulate complex technical concepts to non-technical audiences.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) - Project Portfolio Management.
• Experience with other ServiceNow modules (ITSM, CSM, HRSD, etc.).
• PMP, PMI-ACP, or other relevant project management certifications.
• Experience working in healthcare environment

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