Technical Project Manager

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The USAN Operations Technical PM responsibilities will include managing customer facing and internal infrastructure projects to ensure that implementation and prescribed activities are carried out in accordance with specified objectives:

  • Maintain project documents, initiate, plan and execute projects, assign tasks, build schedules, risk analysis and status reporting in the USAN ServiceNow PPM System.
  • Self-motivated individual that possesses excellent time management and organizational skills
  • Strong cross-functional collaboration skills, relationship building skills and ability to achieve results without direct reporting relationships
  • Strong oral and written communication skills and the ability to present a polished, professional, and diplomatic image to all stakeholders
  • Strong sense of personal responsibility and accountability for delivering high quality work.
  • Work with customer stakeholders and internal personnel responsible for specific functions or phases of assigned tasks, projects or programs to ensure a clear understanding of requirements.
  • Direct and oversee projects that require knowledge of IT and/or Network resources.
  • Direct and manage Hosted Contact Center implementation projects.
  • PM adjunct and supporting systems implementations and internal data infrastructure.
  • Ensure that the requirements written for IT and Network hardware and software development are robust, complete, and functionally comprehensive.
  • Direct and oversee all professional services and customer solution development programs in conjunction with other USAN departments.
  • Develop Use Cases and Business Models as necessary.
  • Assist with the development of LOE’s, quote responses and RFP responses.
  • Assess and manage risks and issues. Identify and resolve resource conflicts.
  • Manage team and functional area conflicts.
  • Communicate project status. Escalate project issues that cannot be resolved by PM Team.
  • Conduct project retrospectives, compile lessons learned, and integrate into processes and templates.


  • 5yrs+ of IT project management experience a must, background in IT Operations desired.
  • Technical Project Manager experience with gradually increasing responsibilities and a demonstrated understanding of Project Management processes, artifacts and tools including Waterfall and Agile methodologies.
  • PMP/PMI certification preferred.
  • Proven enterprise-scale Project Leadership
  • A solid understanding of Network and Telecom required.
  • Full understanding of software development lifecycle best practices desired.
  • Knowledge and/or Experience with AWS, VoIP, AD and virtual environments a plus.
  • Demonstrated competency in strategic thinking and leadership with strong abilities in relationship management.
  • Proficient in Microsoft Project, MS Office and MS Visio. Prefer ServiceNow PPM experience.
  • Extremely determined to drive participation, to integrate people effectively into teams, to work cross-functionally and across multiple levels of management, and to work issues to successful resolution
  • BS/BA Degree or equivalent work experience.

Reporting Relationship

  • Reports directly to the Sr. Director, Operations Project Management (Mark Buckley)

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