[Remote] ServiceNow Principal Business Consultant, Manager

Note: The job is a remote job and is open to candidates in USA. Ondaro is a premier professional services firm specializing in delivering innovative technology solutions and strategic consulting to clients across diverse industries. They are seeking an experienced Program Manager to lead ServiceNow implementations and digital transformation initiatives, focusing on business process optimization and organizational change for their clients.

Responsibilities

• Lead the planning, execution, and delivery of ServiceNow implementation projects for clients, including configuration, customization, integration, and deployment across modules such as IT Service Management (ITSM), IT Operations Management (ITOM), and HR Service Delivery
• Oversee end-to-end digital transformation programs, incorporating technologies like AI, automation, and cloud solutions to enhance client operational efficiency and competitiveness
• Oversee business process analysis and redesign, identifying opportunities for optimization and aligning processes with client strategic objectives
• Develop and execute organizational change management strategies, including stakeholder engagement, training programs, communication plans, and resistance management to ensure client adoption of new systems and processes
• Collaborate with client teams and internal cross-functional groups (e.g., IT, operations, finance, HR) to define program scope, timelines, budgets, and deliverables
• Monitor program progress, proactively identify risks and issues, and implement mitigation strategies using agile or waterfall methodologies tailored to client needs
• Track and report key performance indicators (KPIs) to clients and internal leadership, ensuring projects are delivered on time, within budget, and to quality standards
• Build and maintain strong client relationships, acting as a trusted advisor and ensuring high levels of client satisfaction
• Manage vendor relationships, including ServiceNow partners, and oversee contract negotiations and performance to support client engagements
• Drive continuous improvement by evaluating program outcomes, gathering client feedback, and incorporating lessons learned into future engagements

Skills

• Bachelor's degree in business administration, Information Technology, Project Management, or a related field
• 7+ years of experience in program management within a professional services or consulting environment, with at least 3 years focused on ServiceNow implementations or similar enterprise software platforms
• Proven success in delivering digital transformation projects, including business process management (BPM) and organizational change management (OCM) for external clients
• Certification in ServiceNow (e.g., Certified Implementation Specialist), PMP, Prosci Change Management, or equivalent
• Strong understanding of ITIL frameworks, agile methodologies, and digital tools such as RPA, AI, or analytics platforms
• Experience managing client-facing budgets over $1M and leading teams of 10+ members in a matrixed environment
• Exceptional client-facing skills, with a track record of building trusted advisor relationships
• Expertise in ServiceNow platform architecture and best practices
• Proficiency in business process modeling tools (e.g., Visio, Lucidchart) and change management frameworks
• Outstanding communication and presentation skills for engaging diverse client stakeholders
• Ability to navigate complex client environments and adapt to evolving project requirements
• Proficiency in project management software such as ServiceNow SPM or Microsoft Project
• Master's degree preferred

Benefits

• Robust benefits package designed with your needs in mind
• Support your continued education and career development

Company Overview

• Ondaro (formerly Cask NX) is a pure-play ServiceNow Elite Partner focused on designing, enabling and sustaining end-to-end business transformation. It was founded in 2004, and is headquartered in San Diego, California, USA, with a workforce of 201-500 employees. Its website is https://casknx.com.

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