Project Manager I

Role Proficiency:

Perform end-to-end management of a single project up to TCV of 500K with time and effort based or deliverable based model; by delivering the agreed scope within the agreed timeline and cost. Ensure the success and acceptance criteria of the project are met enhancing customer satisfaction.

Outcomes:

1. Identify key stakeholders ensuring establishment and maintaining positive business relationships among stakeholders (internal or external)
2. Maintain regular communication with customer; addressing needs through empathy with their environment
3. Define activities responsibilities critical milestones resources skills needs interfaces and budget. Optimize costs and time utilisation minimize waste and deliver projects on time on budget as per the contract and agreed scope with a high quality result.
4. Anticipate all possible risk manage them by applying the suitable risk management strategy; while developing contingency plans.
5. Implement the governance model defined for similar projects
6. Track and reports project KPIs and analyze project health
7. Effective implementation of software delivery methodologies to improve project KPIs
8. Provide individual and team mentoring; ensuring high levels of team engagement and developing capabilities within team
9. Adopt and build software engineering best practices which can be leveraged by other teams

Measures of Outcomes:

1. Sprint velocity/team productivity
2. Planned schedule vs actual
3. Planned effort vs actual
4. Planned cost vs actual
5. Retention
6. Requirement stability and effectiveness of scope change management
7. Product quality (rework effort defect density defect leakage in various phases and number of rejected defects)
8. Risk management index
9. Adoption of reusable components and artefacts
10. Customer satisfaction
11. Team satisfaction

Outputs Expected:

Scope Management :

1. Conduct requirements analysis
   requirements elicitation
   scope control and prioritization based on customer needs and scope change management
2. Drive the creation of common standards such as design documents
   traceability matrix
   bridge documents
   analysis methodologies and solution artefacts
3. Partner with the customer to define their requirements; elicit requirements from solution envisioning workshop
4. Conduct impact analysis of any scope changes across phases and negotiate with the customer for scope prioritization

Estimation and Resource Planning:

1. Consolidate estimates at a solution level
   evaluate risks and validate estimates from a technical standpoint
   with assumptions
   scope and boundaries defined
2. Review and validate estimates across service lines
3. Conduct resource planning (pyramid
   people development) at a project level based on project requirements
4. Conduct impact analysis for changes and analyze corresponding impact to overall estimates and resource loading
5. Identify the different roles and skills for each role
   considering the constraints
   pre-requisites and other project specific KPIs

Project/ Schedule Management:

1. Plan and manage multiple small projects/ modules as defined within UST
2. Identify risks and mitigation strategies and implement the same to manage simple
   small projects/ modules
3. Anticipate items that cause schedule delays
   schedule dependencies and manage them following the proper risk management plan
4. Identify options to fast track the schedule and plans to implement the same
5. Estimate the work
   plan and track the activities closely and report the progress on a regular basis

Risk/Issue management:

1. Proactively identify any dependencies that might impact the project KPIs. Obtain agreement with dependency owners and closely track them on the plan
2. Identify and closely track the risks in the project and follow escalation path
3. Document the risks and issues in the project
   communicate them to all relevant stakeholders and closely track the impact

Stakeholder Management:

1. Identify the internal and external stakeholders on the project
2. Define the RACIA chart and communicate the roles/responsibilities to the stakeholders
3. Define the communication plan and implement the same

Test and Defect Management :

1. Support system integration testing (functional / technical)
2. Review/mentor team during test execution
3. Support defining the test strategy and scenarios
4. Understand the business impact of defects
5. Prioritize the defects based on their criticality and severity
6. Participate in defect triage meetings
7. Identify and analyse root cause of defects
8. Interpret the results

Software Development Process Tools Techniques:

1. Define/adopt the right tooling strategy for the project
2. Independently guide the team to develop efficient and high-quality work products
3. Meet project goals
   ensure process compliance and mentor the team

Governance:

1. Tailor organizations quality guidelines and benchmarks to meet specific project quality requirements and processes

Domain / Industry Knowledge:

1. Understand how the proposed solution meets client requirements

Technology Concepts:

1. Understand customers technology landscape
2. Map business requirements to technology requirements
3. Set expectations with the customer
4. Leverage that knowledge in day-to-day work or in upgrading skills of the team

Profitability Management:

1. Analyze profitability for project
2. Create profitability sheet based on resource plan
3. Modify parameters within profitability sheet and identify impact on margins

Pricing Models:

1. Define the pricing models for medium complex projects
2. Conduct estimation for medium complex projects.

Knowledge Management (KM):

1. Establish a KM plan and platform that can be leveraged by new joiners to the project
2. Ensure the learnings from the project are contributed to the KM repository

Account Management Processes and Tools:

1. Work under the guidance of the account manager to drive the account management KPIs relevant for the project
2. Collaborate with other projects and enabling functions to deliver value to UST and to the customer in terms of ideas
   automation
   etc

Solution Structuring:

1. Present the proposed solution to customer highlighting the solution benefits
2. Understand the end in mind and the relevance of win themes
3. Carve out simple solution / POC to build confident in the solution

Self-Development and Organizational initiatives:

1. Review other project artefacts and assess the health of the same
2. Actively participate in forums like PM forums and share best practices and learnings from own projects
3. Adopt learnings and reusable methodologies/tools from other projects to improve productivity and quality

Team Development:

1. Implement a framework to assess the skill level of the team and work with the team to define a skill enhancement plan
2. Nurture the innovation potential within the team
3. Provide feedback and enable the team to perform independently and grow

Skill Examples:

1. Impact and Influence
2. Identify project risks and define action plans to manage
3. Define a project plan by breaking it down into individual project tasks
4. Communicate project progress to all relevant parties reporting on topics such as cost control schedule achievements quality control risk avoidance and changes to project specifications
5. Delegate tasks and manage team member contributions appropriately
6. Assess the project heath using quantitative measures and change the course of action as needed

Knowledge Examples:

• Technologies to be implemented within the project
  1. Structured project management methodologies (e.g. agile techniques)
  2. Estimation techniques
  3. Metrics analysis and quantitative management
  4. Root cause analysis
  5. People management including goal setting growth aspects and coaching
  6. Understanding of the quality and governance models of UST and the customer; aligning the deliverables to meet those standards
  
  
  Additional Comments:

  Job Title: ServiceNow Project Manager Experience: 8+ years (with at least 5 years in ServiceNow Project Management) Job Summary: We are looking for a ServiceNow Project Manager who can work independently to drive the end-to-end implementation of the ServiceNow platform. The ideal candidate should possess a strong business-technology (biz-techno) acumen, ensuring alignment between technical solutions and business needs. This role requires expertise in ServiceNow functionalities, implementation methodologies, and best practices. Key Responsibilities: Project Management Delivery: Lead and manage ServiceNow implementation projects from initiation to closure. Develop and execute project plans, timelines, milestones, risk management, and issue resolution strategies. Ensure successful ServiceNow deployments by coordinating with cross-functional teams, including stakeholders, developers, architects, and testers. Monitor project performance using ServiceNow PM tools or other Agile/Waterfall frameworks. Ensure projects are delivered on time, within scope, and budget, while maintaining high quality. Stakeholder Communication Management: Act as a liaison between business and technical teams, ensuring requirements are accurately translated into ServiceNow solutions. Conduct regular stakeholder meetings to communicate project progress, challenges, and key decisions. Develop strong relationships with clients, sponsors, and executive leadership for effective project execution. Business Technical Expertise: Possess a strong understanding of ServiceNow modules, including but not limited to ITSM, ITOM, CSM, HRSD, IRM, and SecOps. Work closely with business teams to understand requirements and align ServiceNow capabilities with business goals. Guide the technical team in designing scalable ServiceNow solutions that align with best practices. Identify opportunities for process improvements, automation, and innovation using ServiceNow. Governance Compliance: Ensure adherence to ServiceNow implementation best practices and frameworks. Oversee data governance, security, and compliance requirements within ServiceNow implementations. Manage ServiceNow release upgrades, ensuring minimal business disruption. Agile ITIL Practices: Lead Agile/Scrum ceremonies (daily stand-ups, sprint planning, retrospectives). Implement ITIL best practices in ServiceNow projects. Drive continuous process improvements and automation leveraging ServiceNow capabilities. Required Skills Qualifications: Project Management Expertise: Proven experience (5+ years) in managing ServiceNow implementation projects. Strong Agile, Scrum, and Waterfall project management expertise. Hands-on experience with ServiceNow PPM (Project Portfolio Management) module is a plus. Familiarity with JIRA, Confluence, Microsoft Project, or other project tracking tools. ServiceNow Technical Knowledge: Solid understanding of ServiceNow architecture, workflows, and configurations. Knowledge of ServiceNow development lifecycle, integrations (REST, SOAP APIs), and scripting (JavaScript, Glide API) is a plus. Strong grasp of ServiceNow best practices, upgrades, and governance policies. Business Acumen Soft Skills: Ability to bridge the gap between business and technology teams. Strong analytical and problem-solving skills. Excellent communication, leadership, and negotiation abilities. Ability to work independently with minimal supervision. Certifications (Preferred but not mandatory): Certified Scrum Master (CSM) / PMI Agile Certified Practitioner (PMI-ACP) Project Management Professional (PMP) / PRINCE2 ITIL v4 Foundation Certification ServiceNow Certified System Administrator (CSA) ServiceNow Certified Implementation Specialist (CIS) - ITSM, ITOM, CSM, HRSD (as per project needs)