Senior Project Manager (ServiceNow)

ABOUT US:
At Intact Technology, we are driven by a shared commitment to customer success, employee fulfillment, and meaningful impact. We believe that the combination of human ingenuity and intelligent tools allows us to deliver smarter solutions, faster outcomes, and exceptional value for our clients and partners.

Our culture celebrates individuality, autonomy, and empowerment, giving every team member the freedom to think creatively, act boldly, and leverage intelligent tools to amplify their impact.

We recognize that our people are our greatest strength. Our dedication to employee well-being is reflected in our flexible work environment, comprehensive benefits, and investment in continuous learning and career growth. Whether collaborating in person or through digital platforms, we’re building a culture where people and cutting-edge technology work together to push the boundaries of what’s possible.

THE ROLE:
We’re hiring a Project Manager to drive successful delivery of ServiceNow transformation initiatives for our clients.

This role is centered on structured, outcome-based delivery of baseline ITSM capabilities, with defined coordination across ITOM, ITAM, and HRSD initiatives. You will manage end-to-end execution of ServiceNow engagements, ensuring alignment to scope, schedule, budget, and measurable operational outcomes.

You will serve as the primary client-facing project lead while maintaining strong internal delivery discipline and team accountability.

TO BE SUCCESSFUL HERE YOU WILL:

Drive Outcome-Based ServiceNow Delivery

• Manage projects focused on core ITSM capabilities (Incident, Problem, Change, Request, Knowledge, CMDB, Service Catalog).
• Ensure delivery aligns to measurable operational improvements such as SLA attainment, reduced MTTR, improved change success rate, and strengthened CMDB maturity.
• Coordinate cross-functional efforts spanning:
  • ITOM (Discovery, Service Mapping, Event Management)
  • ITAM (asset lifecycle management, compliance, inventory governance)
  • HRSD (employee case management, service delivery workflows)
• Maintain clear alignment between business objectives and platform execution.

Plan, Execute, and Govern

• Develop and manage detailed project plans aligned to contractual scope and customer requirements.
• Track schedule, budget, risks, dependencies, and resource allocation.
• Facilitate issue resolution and proactively manage project risks.
• Support Agile/Scrum ceremonies and structured delivery practices.
• Maintain documentation, reporting, and governance standards consistent with consulting best practices.

Client & Stakeholder Management

• Build and maintain strong client and subcontractor relationships.
• Serve as the primary point of contact for project stakeholders.
• Communicate status, risks, and outcomes clearly and consistently.
• Ensure delivery of high-quality work and a positive customer experience.

Team Leadership & Culture

• Provide performance feedback and development support to project team members.
• Foster accountability, collaboration, and continuous improvement.
• Promote Intact’s culture and values within each engagement.

REQUIRED QUALIFICATIONS:

• 5+ years of progressive experience in a project management role
• Experience managing ServiceNow delivery engagements, particularly ITSM-focused implementations
• Working familiarity with ITOM, ITAM, and/or HRSD initiatives
• Experience managing delivery teams in a consulting environment
• Strong understanding of IT Service Management (ITSM) principles and IT operational processes
• Experience working with commercial and/or federal clients
• Bachelor’s degree in Business Administration or related field (or equivalent experience)
• Excellent written and verbal communication skills
• Strong interpersonal skills and emotional intelligence
• Ability to manage competing priorities and perform under pressure.
  
  

NICE TO HAVE QUALIFICATIONS:

• PMP, PMI-ACP, or similar project management certification
• ServiceNow platform familiarity or certification
• Experience managing fixed-price and/or outcome-based engagements
• Experience coordinating subcontractors or multi-vendor teams

OUR TALENT VISION:

• We take ownership in our customers’ success, delivering excellence with purpose and precision, every time.
• We’re passionate about harnessing innovation, data, and the power of AI to create meaningful outcomes that drive transformation for our clients and communities.
• Our people are innovators, thinkers, and problem-solvers, blending human creativity with cutting-edge technology to design smarter, faster, more sustainable solutions.
• Our culture values individuality and empowerment. We trust our teams to take initiative, think critically, and use emerging tools like AI to elevate how we work, learn, and deliver value.
• We actively support a healthy blend between work and life and believe that sustainable performance comes from collaboration, curiosity, and continuous improvement.

OUR BENEFITS:

• Ongoing personal and professional development opportunities.
• Flexible paid time off, plus 12 paid holidays.
• Premium healthcare plans — Medical, Dental, Vision — including HSA and FSA options.
• Qualified 401(k) program.
• Virtual happy hours and team-building events.

PHYSICAL DEMANDS
This position is primarily sedentary and requires the ability to maintain focus on computer screens for extended periods. Frequent interaction with team members is necessary to clearly articulate ideas and information. The role involves extensive reading, transcribing, and repetitive hand and wrist motions related to typing and/or using a mouse. Reasonable accommodation may be provided to enable qualified individuals with disabilities to perform essential job functions.

WORK ENVIRONMENT
The work is primarily performed on-site in a professional office environment. This role routinely uses standard office equipment such as computers, and video conferencing technology. Work is typically conducted in a well-lit, temperature-controlled setting with moderate noise levels.

EQUAL OPPORTUNITY EMPLOYER
Intact is an Equal Opportunity Employer, including protected veterans and individuals with disabilities. We are committed to providing equal employment opportunities without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status under applicable law.

DISCLAIMER
This job posting is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all duties, responsibilities, and qualifications required for this role. Nothing in this posting constitutes a contract of employment. Duties and responsibilities may change as business needs evolve.