[Hiring] ServiceNow Demand Intake and Project Manager @RTX

Role Description

We are seeking a skilled ServiceNow Demand Intake and Project Manager to lead the end‑to‑end process for evaluating, prioritizing, and managing incoming ServiceNow requests. In this role, you will ensure all demand is assessed for strategic alignment, properly routed, and supported through decision‑making workflows. You will also manage projects through their full lifecycle, driving clear communication, timely execution, and delivery against defined goals.

The ideal candidate brings strong organizational and analytical capabilities, along with excellent interpersonal skills, to effectively balance both demand management and project coordination responsibilities.

What you will do

• Demand Intake Coordination
  • Serve as a point of contact for ServiceNow demand intake.
  • Assist in managing and tracking incoming requests for ServiceNow projects and enhancements.
  • Assist in maintaining the demand intake register, ensuring all requests are appropriately logged, categorized, and updated.
• Project Management
  • Assist in planning, scheduling, and managing ServiceNow projects, ensuring alignment with organizational goals.
  • Organize and facilitate project meetings, including preparing agendas, capturing meeting minutes, and following up on action items.
  • Manage project tasks and resources, ensuring timely completion of deliverables.
  • Track project milestones, risks, issues, and dependencies, escalating concerns as necessary.
  • Maintain project documentation.
  • Use ServiceNow and other tools to track and manage project progress.
• Stakeholder Communication & Collaboration
  • Act as a liaison between business Process Owners, Stakeholders and ServiceNow Product Owners to ensure alignment of demand and project objectives.
  • Foster open and transparent communication to address questions, provide updates, and resolve challenges.
  • Partner with leadership to ensure demand intake prioritization aligns with organizational strategy.
  • Ensure compliance with organizational policies, standards, and best practices.

Qualifications

• Typically requires a University Degree in Business Administration, Project Management or related field.
• Minimum 8 years’ project management or demand management experience, preferably within IT or similar field; or an Advanced Degree in a related field and minimum 5 years’ experience.
• Minimum 3 years ServiceNow experience.
• Direct experience managing ServiceNow implementations, enhancements, or upgrades.
• Familiarity with ServiceNow modules such as SPM, ITSM, ITOM, HRSD, CSM, CMDB, or Platform capabilities.
• Understanding SAFe methodology and project lifecycle processes.
• Experience working with technical teams (developers, architects, platform owners) and business stakeholders.

Requirements

• ITIL and/or HRSD certification preferred.
• ServiceNow certification preferred.

Benefits

• Robust total rewards package with compensation.
• Healthcare, wellness, retirement and work/life benefits.
• Career development and recognition programs.
• Parental (including paternal) leave.
• Flexible work schedules.
• Achievement awards.
• Educational assistance.
• Child/adult backup care.