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Sr Project Manager - Service Now
Mill Valley, California  |  Remote
Contract Position
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Applied on November 27, 2022
Job Id #60334 Posted November 4, 2022

Job Description:

  • We are seeking a successful, self-motivated, driven Project Manager to join our PMO team. This position is fully remote.
  • The Project Manager will be responsible for developing, training, and implementing a new project request process within ServiceNow as well as assist with the integration of a customer OE to the Change, Config, Asset, Service Request, Incident Management processes within ServiceNow. 
  • The Project Manager will be responsible for creating and managing project documentation (budget, Schedule, Risk/Issue Log,…) and managing according to the standards of the PMO.
  • The candidate should have experience with developing training material and developing new processes. Candidates must be able work with matrixed resources to ensure timely deliver. Successful candidates must have a proven track record of successful project delivery as well as background in ServiceNow, Training, and working within a PMO.


  • The Project Manager will be responsible for managing IT projects using standard project management methodologies, analyzing requirements, and defining project tasks to deliver high quality project results on time and within budget to meet high quality standards.
  • Candidates must be able to understand/define business requirements and designs
  • Experience or an understanding of ServiceNow is helpful in this role

Core Responsibilities / Functions:

  • Deliver projects on time and within budget, which meet strategic and business requirements.
  • Create and maintain the Project Management Plan (PMP) and detailed project schedule; identify and schedule project deliverables, milestones and tasks. Understand the value and benefits of why the project is needed. Formulate and define the problem, scope, impacts and objectives of the project. Perform project schedule analysis to identify critical path and resource issues. Prepare high level estimates (time, resources, cost) as needed, confirming with others who have experience in the affected areas. Identify skills needed and work with functional managers to assure complete and appropriate resourcing. Ensure project scope delivers benefits expected.
  • Create a comprehensive communication plan that includes both internal and external project communication documents, meetings, and reporting requirements,
  • including maintenance of the project data in the Project Portfolio database.
  • Manage the project(s) from initiation through delivery, warranty, if applicable, and closure: Collect and report on plan-to-actual progress to the project schedule, at individual project task and overall program/project levels. Manage project documentation within the project notebook, including status reports, meeting minutes, risks, issues, decisions, action items and other communications.
  • Plan and manage successful change implementation, including standard operating procedures, change communication and any organizational change efforts introduced by the project and ensure post production changes are sustainable and work properly.
  • Manage the project budget. Identify risks and issues; drive risks and issues to resolution. Assure compliance with company project management policies and standards. Build relationships with project stakeholders, including project sponsor and executive sponsor to ensure meeting customer expectations and continue to refine and manage to those expectations through the life of the project.
  • Consult with management on an on-going basis to maintain strategic link to business needs. Proactively monitor changes to scope, schedule budget, etc. while minimizing impacts.
  • Integrate best practices, project standards, procedures, and quality objectives, including metrics for assessing progress into projects and provide feedback for improvement.
  • Coach and mentor less experienced colleagues across functional project management teams and within project teams. 


  • Great customer service and client delivery
  • Able to do presentation to Key Executive stake holders
  • Has previous experience with Contact Center, Telephony and Network related Projects
  • 5-7 years of Project management experience
  • Candidate must be experienced using project management methodologies (Infrastructure, Waterfall, Agile)
  • Ability to quickly determine status quo, business requirements, targets and course of action, by breaking down complex subjects into manageable pieces and collaborating with other teams to facilitate successful delivery
  • Excellent written and verbal communication skills, with the ability to express ideas and messages clearly
  • 4+ years of training development experience
  • 2+ years of ServiceNow experience
  • Knowledge of budget tracking and planning
  • Persuasive, disciplined, and independent-thinker with proven ability to establish credibility
  • Organizational planning and project management skills
  • Process-centric with ability to identify opportunities for continuous improvement
  • Ability to work effectively with project teams/leaders across all functional areas and levels
  • Ability to see the "big picture" without losing attention to detail
  • High proficiency in Microsoft Office products, particularly Microsoft Excel and PowerPoint

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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