Outsourced Solutions and Managed Services Technical ServiceNow Project

Outsourced Solutions and Managed Services Technical ServiceNow Project Manager

Role Overview

RSM is a leading provider of audit, tax, and consulting services to middle-market businesses and entrepreneurs across a broad range of industries. RSMs 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

Project & Program Management

• 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.

Backlog & Change Management

• 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.

Client Engagement & Delivery

• 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.

Team Leadership & Collaboration

• 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.

Reporting & Analytics

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

Service Improvement & Governance

• 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).
• Bachelors 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.