KTek Resourcing · 23 hours ago
ServiceNow Program Manager/ ServiceNow Business Analyst - Philadelphia, Pennsylvania - 10+Yrs
Philadelphia, PA
Contract
Onsite
Senior Level, Lead/Staff
15+ years expK-Tek Resourcing is looking for a skilled ServiceNow Program Manager or Business Analyst to work closely with developers and customer stakeholders. The role involves implementing robust ServiceNow solutions related to non-ITSM modules, ensuring project management best practices are followed, and enhancing customer satisfaction.
Health CareHuman ResourcesMedicalStaffing Agency
Hiring Manager
Rajat Singh Rathore
Responsibilities
Plan and drive of agenda for requirements workshop for non-ITSM ServiceNow modules like Strategic Portfolio Management (SPM) & Customer Service Management (CSM)
Documentation of configuration requirements and user stories in Agile Development module of ServiceNow
Review filled in data templates provided by Customer stakeholders, and guide the stakeholders on data collection
Collaborate with ServiceNow Developers and QA Consultants to ensure that the development and testing is done in accordance with this Statement of work
Perform Functional Testing on the non-production instance before handing over to the QA Consultant for QA Testing
Review and validate design and FRS deliverables
Provide training to customer SMEs on features of ServiceNow HSRD Module
Provide inputs to Project Manager on activities, risks, issues, solutions
Demonstrate and validate that the system performs both functionally and technically in accordance with the agreed configurations
Ensure that scope deviation requests are documented and handed over to Project manager to be discussed in Steering Committee
Participate in UAT with Customer stakeholders and drive the test cases with the UAT testers
Document all defects during UAT and collaborate with Technical Consultant for defect fixes and retesting
Qualification
Required
15+ years in IT program management, with at least 3-5 years focused specifically on ServiceNow platform module implementations
Proficient in project management with experience in scoping, planning, leading and monitoring large-scale, complex IT programs from initiation to closure in Agile and Waterfall environment
Proficient in managing Global customer with Global program rollouts
Proactively works to identify and manage project risks and issues, ensures appropriate response plans are developed and executed
Proficient in managing and controlling Action Item and Dependencies
Effectively manages change to the project baseline by assessing project variance and evaluating impacts supported using rigorous change control processes
Good understanding ServiceNow module specially in ESM space like CSM (Customer Service Management) and SPM (Strategic Portfolio Management)
Good understanding of multiple tool integration aspects for enterprise level transformation
Act as the primary liaison between customer executive leadership, program level stakeholders and internal technical teams, providing status updates on progress, risks, dependencies during Steering Co, Weekly Governance and daily sync-ups
Have good working experience in multi-vendor, Onsite- offshore model
Should be able to lead cross-functional teams of architects, developers, functional consultants, and maintain communication between onsite and offshore teams i.e. customer stakeholders, other customer's vendor stakeholder, and offshore team
Should be proficient in Agile, Scrum, and PMP or Prince 2 standards
Should have good skills in managing budget, scope and timelines
Proficient in MS Office Suite
Working experience of CSM module features Case management, Omnichannel communication, Self-service portals, Virtual agent and Playbooks
Working experience of SPM applications like Innovation & Demand Management, Project Portfolio Management, Resource management & timecard, Financial management, Strategic Planning workspace, Resource management workspace, Project portfolio workspaces
Working experience of OOB and Custom GenAI use cases for CSM & SPM
Ability to engage with stakeholders such as service delivery / business leaders and associates
Ability to independently conduct workshops with stakeholders and provide options and recommendations
Excellent communication and documentation skills
Preferred
Certified System Administrator
Certified Application Developer
CIS – Customer Service Management
CIS – Strategic Portfolio Management
ITIL certification is a plus
Company
KTek Resourcing
KTek Resourcing is a staffing and recruiting company specializing in healthcare, oil, and gas human resources staffing solutions.
201-500 employees
H1B Sponsorship
KTek Resourcing has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2023 (1)
2021 (1)
Funding
Current Stage
Growth StageLeadership Team
K
Kshitij Kukreja
Chief Executive Officer
E
Esha Kukreja
President and Co-founder
Recent News
Company data provided by crunchbase