IT Project Manager - ServiceNow & ITSM Program Delivery

Job-Role/Title: IT Project Manager

Job-Type: Contract Opportunity - 6-month term

Possibility of Extensions: Yes, optional extension of 6 months.

Job Location: Toronto, ON - M5V 3C6, Canada | Hybrid work - 3 days/week

Job Summary: The ServiceNow Program requires a Senior Developer who will proactively work towards designing, configuring, customizing, and implementing a Digital Product Release Management (DPRM) solution to support enterprise release management processes

Key Deliverables & Responsibilities:

• Design, configure, and implement the ServiceNow Digital Product Release Management (DPRM) solution, including release workflows, approval processes, governance controls, forms, notifications, and automation to meet business and operational requirements.
• Configure and customize ServiceNow platform capabilities, including Flow Designer, business rules, UI policies, scripts, dashboards, reports, and performance analytics to support enterprise release management processes and improve operational efficiency.
• Design and implement integrations between DPRM, Change Management, CMDB, Strategic Portfolio Management (SPM), DevOps tools, CI/CD pipelines, and other enterprise systems using ServiceNow integration capabilities, APIs, and industry best practices.
• Develop and maintain release governance artifacts and reporting capabilities, including release calendars, deployment schedules, risk and dependency tracking, executive dashboards, operational reports, and performance metrics.
• Conduct and support solution testing activities, including unit, integration, system, regression, and user acceptance testing, while identifying, tracking, and resolving defects to ensure solution quality, stability, and readiness for production deployment.
• Prepare and deliver solution documentation, training materials, knowledge transfer sessions, and operational procedures to support user adoption, ongoing administration, and long-term sustainability of the ServiceNow DPRM solution.
• Assess current-state release management processes and develop future-state recommendations to improve release governance, standardization, automation, stakeholder visibility, and alignment with ITIL and enterprise service management best practices.

The Release Management Consultant will be responsible for the following:

• Lead the design, configuration, customization, implementation, and ongoing support of the ServiceNow Digital Product Release Management (DPRM) solution to enable and enhance enterprise release management processes.
• Facilitate stakeholder workshops and collaborate with business stakeholders, project teams, product owners, and technical teams to gather requirements, analyze business needs, and develop scalable ServiceNow solutions and process improvements.
• Configure, customize, and maintain ServiceNow platform capabilities, including workflows, Flow Designer, business rules, forms, notifications, approval processes, dashboards, reports, and Performance Analytics to support Release Management operations.
• Design, implement, and support integrations between DPRM, Change Management, CMDB, Strategic Portfolio Management (SPM), DevOps tools, CI/CD pipelines, and other enterprise applications using ServiceNow integration technologies and APIs.
• Support the full solution delivery lifecycle, including requirements analysis, solution design, configuration, testing, deployment, release planning, production support, and continuous improvement initiatives.
• Establish and support enterprise release governance practices, including release planning, scheduling, release calendars, risk assessments, dependency management, deployment coordination, and post-release reviews.
• Develop and deliver process documentation, operating procedures, training materials, knowledge transfer sessions, and user support resources to promote successful adoption of Release Management capabilities.