Outsourced Solutions And Managed Services Technical Servicenow Project Manager

Technical Project Manager

RSM is a leading provider of audit, tax, and consulting services to middle-market businesses and entrepreneurs across a broad range of industries. RSM's Outsourced Solutions and Managed Services team provides a strategic bridge between business development, practice leadership, customers, and internal operations. This newly created team offers the opportunity to work in a startup type environment and help build the offering from the beginning and help shape the future of the Managed Services Practice.

We are seeking a highly skilled and experienced Technical Project Manager to oversee enhancement backlogs, change/release processes, and client deployments for the ServiceNow and Qualtrics platforms. This role combines hands-on technical delivery with structured project and service management practices, ensuring successful outcomes across planning, execution, governance, and service improvement.

Key Responsibilities

• Develop and maintain detailed project plans, schedules, and roadmaps for ServiceNow and Qualtrics enhancements and initiatives.
• Define scope, objectives, deliverables, timelines, and resource requirements for enhancements and deployments.
• Track progress against plans, proactively managing risks, issues, dependencies, and escalations.
• Facilitate project governance, including steering meetings, status reporting, and decision tracking.
• Ensure alignment of project outcomes with business priorities and client needs.

• Own and manage the team ServiceNow and Qualtrics enhancement requests and backlogs, prioritizing based on business value and strategic direction.
• Oversee change and release management processes, ensuring changes are tested, documented, and deployed successfully.
• Maintain a release calendar, coordinate deployments, and conduct post-implementation reviews.

• Serve as the primary point of contact for client account team stakeholders throughout deployments.
• Oversee the deployment of ServiceNow capabilities and functionality to RSM clients as part of a strategic initiative to ensure that all clients are managed using ServiceNow capabilities, ensuring smooth transitions and minimal disruption.
• Configure and customize client dashboards and portals to meet requirements and enhance user experience.

• Lead and collaborate with cross-functional project teams, including project analysts and business stakeholders, to ensure effective contributions to project objectives.
• Foster collaboration across service lines, ensuring alignment on priorities and resource use.

• Produce and present project and portfolio-level dashboards, KPIs, and performance reports.
• Conduct trend analysis to support continual service improvement and client success.

• Identify opportunities for process optimization across ServiceNow, Qualtrics, and managed services delivery.
• Ensure compliance with best practice and organizational standards for project and change management.
• Drive adoption of best practices in project execution, service delivery, and release management.

Required Qualifications

• Minimum 5 years' experience as a Technical Project Manager managing enterprise platform implementations (ServiceNow, Qualtrics).
• Bachelor's degree in Information Technology, Business Administration, or related field (or equivalent experience).
• Demonstrated expertise in project planning, scheduling, governance, and reporting.
• ServiceNow Certified System Administrator (CSA) or higher.
• ITIL Foundation (or higher).
• Technical background in software development, systems integration, or ITSM platforms.
• Strong stakeholder management, communication, and facilitation skills in client-facing environments.
• Proficiency in project reporting and collaboration tools (Office 365, Smartsheet, dashboards).
• Ability to manage multiple projects and priorities in a fast-paced environment.

Preferred Skills

• Experience in managed services or consulting environments.
• Familiarity with the SIAM service management framework.
• Knowledge of agile delivery and iterative project management approaches.
• Proficiency with Power BI and collaboration tools including Mural.

RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Indian Armed Forces; Indian Armed Forces Veterans, and Indian Armed Forces Personnel status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at careers@rsmus.com.