Role overview

Job Overview:

Requirement/Must Have:

1+ years of experience in practice management, program or project coordination, and/or Agile delivery.
Strong verbal and written communication skills.
Ability to analyze complex business and technology issues, identify risks and dependencies, and recommend practical solutions.
Understanding of business requirements analysis, stakeholder management, organizational change management, process improvement, and technology solution delivery.
Knowledge of agile, iterative, hybrid, and waterfall delivery methodologies, along with program and project governance practices.
Experience producing reports, dashboards, metrics, and delivery insights to support program decision-making and business value realization.

Responsibilities:

Act as a trusted advisor to assigned business and technology stakeholders, providing recommendations and implementing solutions based on business needs, risks, and strategic priorities.
Coordinate and manage program, project, and agile delivery activities, including planning, execution, dependency management, milestone tracking, issue resolution, and escalation.
Facilitate stakeholder discussions, working sessions, agile ceremonies, and decision-making forums to drive alignment, adoption, and delivery progress.
Conduct analysis to define, document, and communicate business and technology requirements, operational impacts, potential process improvements, and solution recommendations.
Monitor and track program, project, and team performance using metrics, dashboards, reports, and insights to support governance, transparency, and continuous improvement.
Support change management, communications, readiness, and sustainment activities to enable successful implementation of initiatives, processes, and technology solutions.
Coach individuals and teams on delivery practices, agile methodologies, governance standards, and continuous improvement approaches.
Build and maintain effective relationships with internal and external stakeholders, including vendors, to support implementation, operational excellence, and business results.
Identify emerging issues, trends, and risks; provide insights and recommendations to inform decision-making and improve program and operational outcomes.
Execute work to deliver timely, accurate, and efficient service; work independently on non-routine situations and exercise judgment within defined frameworks.
Take measured risks while protecting the organization by applying the Risk Management Framework in execution of the role, in line with Risk Culture and approved Risk Appetite, making sound, risk-informed decisions aligned to business strategy and adherent to applicable policy, laws, and regulations.

Nice to Have:

Certifications such as ITIL, PMP, or Agile are considered assets.
Experience managing or being involved in ServiceNow projects with ServiceNow platform knowledge.

Skills:

Strong facilitation, communication, collaboration, and influence skills, with the ability to work effectively across business and technology teams.