ServiceNow PPM Specialist

The candidate must have hands-on experience supporting and administering

ServiceNow Project Portfolio Management , commonly referred to as

SN PPM .

Core Technical Skills
Demonstrated ability to navigate ServiceNow using core navigation features, including:

All

Favorites

History

Search

Experience working with key ServiceNow PPM records and modules, including:

Projects

Project Tasks

Budgets

Resource Assignments

Time Sheets

Time Cards

Expense Lines

Cost Plans

Ability to support and troubleshoot ServiceNow platform automation components related to PPM, including:

Scheduled Jobs

Scripts

Workflows

Understanding of ServiceNow PPM security and access management, including:

PPM access groups

User roles

Role-based permissions

Familiarity with ServiceNow tables and the ability to identify, review, and work with relevant PPM data structures.

Ability to troubleshoot user access, data visibility, and process flow issues within the ServiceNow PPM environment.

Core Soft Skills
Communication

Clear, concise, and empathetic communication is essential. Technical issues will need to be explained in business terms to non-technical users, document problems accurately, and update stakeholders on progress.

Attention to Detail

Tickets will require precise documentation of symptoms, steps to reproduce, and environment details

Problem-Solving & Analytical Thinking

Structured troubleshooting method like the \"4 W's\" (What, When, Where, Who). Awareness and understanding when to elevate ticket level to Tier 2 for research and resolve.

Time Management

Meeting tickets SLAs; prioritization of tasks, managing workload, and meeting deadlines without sacrificing quality or care for the team, the SN PPM community, and Humana.

Ticket resolution will require good collaboration with cross-functional teams when necessary. Needs to be comfortable with presenting or facilitating meetings or conducting demos for more clarification; not just to the ticket requestors, cross-functional teams, PPM team but also to the SN PPM Community.

Wil be required to staying up to date on new modules/applications within the SN PPM, processes (workflows, business rules, ACLs, etc.), and best practices to improve incident and request tickets resolution.

Preferred Technical and Soft Qualifications

Experience supporting project, resource, financial, and time-tracking processes within ServiceNow PPM.

Ability to collaborate with project managers, portfolio teams, technical teams, and ServiceNow administrators.

Strong attention to detail when reviewing records, permissions, workflows, and table data.

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