Sr. IT Agile Project Manager - ServiceNow

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Shape the delivery of complex ServiceNow initiatives that improve how teams operate, employees work, and enterprise technology services scale across the organization. As Senior IT Agile Project Manager, ServiceNow Platform, you will own delivery across multiple concurrent initiatives, connecting platform priorities with broader technology and business objectives.

You will partner with ServiceNow Product Owners, Platform Leadership, developers, architects, business analysts, QA, security, infrastructure, identity, data, vendors, and business stakeholders to turn demand into coordinated, executable plans. Your leadership will help teams navigate competing priorities, resolve dependencies, manage delivery risk, and maintain momentum from planning through production deployment.

This role combines disciplined IT project and program management with Scrum, Kanban, and hybrid Agile delivery practices. You will influence how work is prioritized and delivered across the ServiceNow ecosystem, including integrations and enterprise workflows, while providing leaders with clear visibility into progress, risks, decisions, and delivery health.

The position offers direct exposure to enterprise platform strategy, governance, transformation initiatives, and senior technology leadership. You will expand your influence across platform-level initiatives while helping teams deliver scalable, reliable ServiceNow capabilities that create better experiences for employees, customers, and business stakeholders.

Key Responsibilities:

• Own the end-to-end delivery of multiple concurrent ServiceNow projects and initiatives, driving alignment across scope, schedules, milestones, dependencies, resources, risks, and intended business outcomes
• Develop integrated project plans, delivery roadmaps, milestones, and implementation schedules that translate platform and business priorities into clear execution paths
• Facilitate sprint planning, backlog refinement, daily stand-ups, sprint reviews, retrospectives, and Kanban delivery activities as needed to improve delivery flow, transparency, and team alignment
• Drive coordination across ServiceNow developers, architects, business analysts, QA resources, platform administrators, business stakeholders, vendors, and integrated technology teams to maintain delivery momentum
• Lead the identification, management, and escalation of risks, issues, dependencies, constraints, and decisions that could affect delivery timelines, platform performance, or business outcomes
• Drive accountability for project commitments, milestones, action items, and deliverables while enabling timely decisions across technical and business teams
• Manage cross-functional dependencies spanning ServiceNow integrations, enterprise applications, infrastructure, security, identity, data, and other technology platforms to support scalable enterprise delivery
• Lead release planning, implementation readiness, testing coordination, change management, and production deployment activities to improve release predictability and operational readiness
• Monitor project health and delivery performance using appropriate Agile and project management metrics to identify trends, surface constraints, and support informed prioritization
• Provide concise, decision-oriented reporting to leadership and key stakeholders covering progress, risks, dependencies, decisions, delivery health, and upcoming milestones
• Develop executive-level presentations, dashboards, governance materials, and project updates that translate complex technical delivery information into clear business context
• Facilitate stakeholder alignment and decision-making when priorities, scope, timelines, dependencies, or resources compete across initiatives
• Ensure initiatives align with established technology governance, security, compliance, change management, and ServiceNow platform standards
• Coordinate external vendors and implementation partners to maintain accountability, delivery alignment, and integration with internal teams

Required Qualifications:

• 7+ years of experience in IT project management, technical program management, Agile delivery, Scrum Master, or related technology delivery roles
• Demonstrated experience managing complex, cross-functional technology initiatives from initiation through implementation
• Hands-on experience supporting or delivering initiatives on the ServiceNow platform
• Strong understanding of Agile delivery methodologies, including Scrum, Kanban, and hybrid Agile and project management approaches
• Experience managing multiple concurrent projects or workstreams with competing priorities, dependencies, and stakeholder needs
• Strong background in project planning, risk and issue management, dependency management, resource coordination, governance, and executive status reporting
• Experience partnering with Product Owners, engineering and development teams, architects, business stakeholders, vendors, and technology leadership
• Experience using Jira and Confluence or comparable Agile and project management tools
• Strong communication, facilitation, organizational, and stakeholder management capabilities across technical, business, and leadership audiences
• Demonstrated ability to translate complex technical delivery information into concise business and executive-level communications
• PMP, PMI-ACP, Certified ScrumMaster (CSM), SAFe, Kanban, or comparable project management or Agile certification

Preferred Qualifications:

• Experience managing enterprise ServiceNow implementations, enhancements, upgrades, integrations, or platform transformation programs
• Experience with ServiceNow capabilities such as ITSM, ITOM, CMDB/CSDM, HRSD, CSM, SPM, SAM/HAM, Employee Center, or other enterprise workflows
• Experience with ServiceNow Demand Management, Agile Development, or related portfolio and project capabilities
• Experience operating within a ServiceNow Center of Excellence or enterprise platform operating model
• Experience coordinating delivery across globally distributed teams and third-party implementation partners
• Experience supporting platform governance, release management, organizational change management, or enterprise transformation initiatives

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai. 

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.