IT Project Manager (ServiceNow) - #1741

The IT Project Manager will oversee the planning, coordination and execution of the Proof of Concept (POC) to evaluate the suitability of ServiceNow, a Software-as-a-Service (SaaS) Customer Relationship Management (CRM) platform, in supporting case management and customer service requirements.

The role involves working closely with stakeholders from the Customer eXperience Department (CXD), Information Systems & Technology Department (ISTD), business users and technical teams.

Key responsibilities include:

1. Project Planning and Delivery Management

   • Develop and maintain the POC project plan, timeline, milestones and deliverables.

   • Coordinate project activities, resources and stakeholder participation to maximise the number of user journeys evaluated within the available timeframe.

   • Monitor project progress, identify delivery risks and issues, and implement appropriate mitigation measures.

   • Facilitate project meetings, track action items and provide regular progress updates to stakeholders.

2. Stakeholder and Vendor Management

   • Work closely with CXD, ISTD, business users and technical teams to align project objectives, requirements and evaluation priorities.

   • Coordinate stakeholder discussions, demonstrations, testing activities and review sessions.

   • Manage dependencies, resolve project issues and facilitate decision-making throughout the POC.

3. POC Governance and Evaluation

   • Establish the project governance structure, evaluation approach, success criteria and reporting mechanisms.

   • Oversee the evaluation of end-to-end case processing, including high-volume user journeys, escalation scenarios, operational reporting, supervisor vetting and multi-user collaboration.

   • Ensure AI-assisted capabilities, including automated interaction logging, smart triaging and routing, similar case detection, context summarisation, and trend and sentiment analytics, are evaluated against agreed criteria.

   • Consolidate findings on platform strengths, limitations, dependencies, risks and capability gaps.

   • Prepare the final POC assessment and recommendations to support decisions on the platform's suitability and potential future implementation.

4. Documentation and Reporting

   • Ensure project plans, status reports, risk registers, decision logs, meeting minutes and key deliverables are maintained.

   • Oversee the preparation of the final POC report, including key findings, evaluation results, outstanding issues and recommendations.

   • Ensure project artefacts are documented for future reference and potential implementation.

5. Knowledge Transfer and Capability Building

   • Facilitate knowledge-sharing sessions and mentoring between project personnel, vendors and officers.

   • Ensure relevant project documentation, evaluation frameworks, governance practices and lessons learnt are transferred to officers.

   • Support the development of internal capabilities to enable MOM officers to manage and oversee future CRM evaluation and implementation activities.

Job Requirements

• Degree or diploma in Information Technology, Computer Science, Business Information Systems, Project Management or a related discipline.

• Relevant experience in IT project management, system implementation, digital transformation or technology evaluation projects.

• Experience coordinating cross-functional teams, business stakeholders, technical personnel and external vendors.

• Familiarity with project management methodologies, project planning, risk management, issue tracking and stakeholder reporting.

• Experience managing CRM, case management, workflow automation or SaaS implementation projects.

• Familiarity with ServiceNow or other enterprise CRM and workflow platforms.

• Understanding of AI-enabled business applications and their evaluation in operational environments would be beneficial.

• Strong communication, organisational, analytical and stakeholder management skills.

• Ability to manage competing priorities and deliver project outcomes within tight timelines.

• Experience in knowledge transfer, mentoring, training coordination and project documentation would be advantageous.

• Experience delivering ServiceNow CRM or similar AI-enabled case management projects, with relevant project references, would be an added advantage.