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LABUR is partnering with a client to identify a ServiceNow Demand Manager who will own the end-to-end demand lifecycle across the ServiceNow platform. This role spans both BAU and Net New workstreams, driving intake, triage, prioritization, roadmap curation, and value reporting across I&O, IT, and HR stakeholders. The ideal candidate brings a strong command of demand management frameworks, agile planning practices, and cross-functional coordination within enterprise ServiceNow environments.
Responsibilities
Platform-Wide Demand Ownership
- Own the ServiceNow platform demand process from submission through release, ensuring full traceability and transparency across all modules.
- Triage all inbound demand, classifying each item as BAU or Net New and applying agreed acceptance and prioritization criteria.
- Curate and maintain comprehensive demand roadmaps used by I&O, IT, and HR leadership for communications and strategic decision-making.
- Prepare ServiceNow demand input for the annual IP budgeting cycle, applying budget estimates and clear prioritization criteria to enable leadership to propose and finalize the modernization budget for the following 12 months.
- Manage IP output decisions with demand submitters and update roadmaps accordingly.
- Produce monthly reporting on value delivered, tracking actuals vs. plan across BAU and Net New workstreams.
BAU Demand Management
- Schedule and chair quarterly agile planning meetings and Technical Review Board (TRB) meetings; capture and own associated RAID logs.
- Drive weekly BAU demand reviews with the Platform Owner and BAU MSP Team Lead, structuring and prioritizing inbound demand using WSJF (Weighted Shortest Job First) or equivalent methodology.
- Create and manage all Jira and ServiceNow demand-related records throughout their full lifecycle.
- Monitor and report on BAU MSP release process performance; capture value released and roll up into monthly I&O Value Delivery reports.
Net New Demand Management
- Schedule and chair Demand Board meetings; capture and own the Net New RAID log.
- Collaborate with the PMO to ensure accepted Net New demand transitions correctly, tracking progress through PMO planning and reporting processes.
- Act as the bridge between the PMO and the BAU MSP Lead to align project work releases with the BAU release schedule.
- Serve as the point of escalation for managing project release exceptions, resolving conflicts between project delivery and operational release windows.
Qualifications
- Demonstrated experience managing demand intake and prioritization across a ServiceNow platform environment.
- Strong working knowledge of agile planning frameworks, including WSJF or equivalent prioritization methodologies.
- Proficiency with Jira and ServiceNow for demand tracking, record management, and reporting.
- Experience preparing and presenting demand roadmaps, budgeting inputs, and value delivery reports to senior leadership.
- Familiarity with RAID log management, Technical Review Boards, and release coordination processes.
- Proven ability to collaborate across PMO, MSP, and platform teams to align project and operational workstreams.
Compensation
$60-$70/hr - Dependent on fit and experience.