RQ00793 - Project Manager/Leader - Senior

Must Haves:

• Experience assessing current-state processes and developing future-state ITSM operating models, governance frameworks, process improvements, and service management best practices.
• Experience designing and implementing integrations using ServiceNow APIs and integration technologies with DPRM, Change Management, CMDB, Strategic Portfolio Management (SPM), DevOps tools, CI/CD pipelines, and other enterprise systems.
• Experience establishing and supporting enterprise release governance processes, including release planning, scheduling, release calendars, risk assessments, dependency management, deployment coordination, and post-release reviews.
• Knowledge of enterprise technology environments, including cloud services, network infrastructure, applications, cybersecurity controls, telecommunications, collaboration platforms, and information management technologies.
• Certifications Required: 1. ServiceNow Certified System Administrator (CSA)
• extensive Release Management experience

Description

Qualifications and Experience:

· Minimum seven (7) years of experience consulting on and delivering IT Service Management (ITSM) solutions in large, complex enterprise environments, including process design, implementation, configuration, and operational support.

· Minimum five (5) years of hands-on ServiceNow experience, including configuration, customization, administration, and implementation of ITSM modules and platform capabilities.

· Proven experience facilitating stakeholder workshops, conducting business process reviews, and gathering requirements to translate business and operational needs into ServiceNow solution designs and technical configurations.

· Experience assessing current-state processes and developing future-state ITSM operating models, governance frameworks, process improvements, and service management best practices.

· Proven ability to develop and deliver training materials, user guides, operational procedures, knowledge-transfer sessions, and support documentation for business and technical stakeholders.

· Excellent written, verbal, facilitation, and stakeholder engagement skills.

· Demonstrated ability to work independently and collaboratively within diverse, cross-functional project teams.

Technical Capabilities:

· Extensive experience configuring, customizing, and administering the ServiceNow platform and IT Service Management (ITSM) modules.

· Experience implementing and supporting ServiceNow Digital Product Release Management (DPRM) or equivalent Release Management solutions.

· Strong knowledge of ITIL and ITSM best practices, including Incident Management, Change Enablement, Release Management, Problem Management, Service Request Management, Configuration Management (CMDB), Service Level Management, Availability Management, Capacity Management, and IT Service Continuity Management.

· Advanced experience configuring and customizing ServiceNow workflows, Flow Designer, Business Rules, Client Scripts, UI Policies, Forms, Notifications, Approval Processes, Dashboards, Reports, and Performance Analytics.

· Experience designing and implementing integrations using ServiceNow APIs and integration technologies with DPRM, Change Management, CMDB, Strategic Portfolio Management (SPM), DevOps tools, CI/CD pipelines, and other enterprise systems.

· Strong knowledge of Systems Development Lifecycle (SDLC) methodologies, including requirements analysis, solution architecture, design, testing, deployment, release management, and production support.

· Experience establishing and supporting enterprise release governance processes, including release planning, scheduling, release calendars, risk assessments, dependency management, deployment coordination, and post-release reviews.

· Knowledge of enterprise technology environments, including cloud services, network infrastructure, applications, cybersecurity controls, telecommunications, collaboration platforms, and information management technologies.

Certifications Required:

1. ServiceNow Certified System Administrator (CSA)

Deliverables

1. Design, configure, and implement the ServiceNow Digital Product Release Management (DPRM) solution, including release workflows, approval processes, governance controls, forms, notifications, and automation to meet business and operational requirements.

2. Configure and customize ServiceNow platform capabilities, including Flow Designer, business rules, UI policies, scripts, dashboards, reports, and performance analytics to support enterprise release management processes and improve operational efficiency.

3. Design and implement integrations between DPRM, Change Management, CMDB, Strategic Portfolio Management (SPM), DevOps tools, CI/CD pipelines, and other enterprise systems using ServiceNow integration capabilities, APIs, and industry best practices.

4. Develop and maintain release governance artifacts and reporting capabilities, including release calendars, deployment schedules, risk and dependency tracking, executive dashboards, operational reports, and performance metrics.

5. Conduct and support solution testing activities, including unit, integration, system, regression, and user acceptance testing, while identifying, tracking, and resolving defects to ensure solution quality, stability, and readiness for production deployment.

6. Prepare and deliver solution documentation, training materials, knowledge transfer sessions, and operational procedures to support user adoption, ongoing administration, and long-term sustainability of the ServiceNow DPRM solution.

7. Assess current-state release management processes and develop future-state recommendations to improve release governance, standardization, automation, stakeholder visibility, and alignment with ITIL and enterprise service management best practices.

The Release Management Consultant will be responsible for the following:

• Lead the design, configuration, customization, implementation, and ongoing support of the ServiceNow Digital Product Release Management (DPRM) solution to enable and enhance enterprise release management processes.
• Facilitate stakeholder workshops and collaborate with business stakeholders, project teams, product owners, and technical teams to gather requirements, analyze business needs, and develop scalable ServiceNow solutions and process improvements.
• Configure, customize, and maintain ServiceNow platform capabilities, including workflows, Flow Designer, business rules, forms, notifications, approval processes, dashboards, reports, and Performance Analytics to support Release Management operations.
• Design, implement, and support integrations between DPRM, Change Management, CMDB, Strategic Portfolio Management (SPM), DevOps tools, CI/CD pipelines, and other enterprise applications using ServiceNow integration technologies and APIs.
• Support the full solution delivery lifecycle, including requirements analysis, solution design, configuration, testing, deployment, release planning, production support, and continuous improvement initiatives.
• Establish and support enterprise release governance practices, including release planning, scheduling, release calendars, risk assessments, dependency management, deployment coordination, and post-release reviews.
• Develop and deliver process documentation, operating procedures, training materials, knowledge transfer sessions, and user support resources to promote successful adoption of Release Management capabilities.

Provide expert advice and recommendations on ITSM, Release Management, governance, and ServiceNow best practices to support organizational objectives and operational excellence

Additional Terms

Anticipated Duration:

6 months

Duration of Potential Extension:

6 months

City Work Location- Metro Hall- 55 John Street, Toronto M5V 3C6, 15th Floor

Work Policy- In a hybrid work arrangement, employees are expected to work a minimum of three (3) days per week at their City work location and the remainder of the week from their remote work location, in accordance with the City's Hybrid Work Program

Location: Up to 3 days onsite (subject to HM's discretion)