Job Description

Requirement:

Senior Project Manager - ServiceNow

Role Overview

We require a Senior Project Manager with strong experience in ServiceNow, who will also perform.


Business Analyst responsibilities. This dual role involves overseeing project delivery, managing a development squad, gathering business requirements, and ensuring compliance with government frameworks.

Scope of Work

Develop and maintain a product roadmap aligned with business objectives. Manage sprints, releases, and risks using SGTS tools (e.g. Gitlab, JIRA). Deliver first initiative within 6 months; subsequent releases every 4-6 months. Manage provided environments, deployments, and data migration. Ensure adherence to IM8 guidelines, SGTS standards, and templates. Oversee automated testing frameworks and CI/CD pipelines. Track project timelines, resources, risks, and change requests.

Business Analysis Scope

Conduct workshops to gather business requirements and processes. Maintain and prioritize product backlog. Translate business requirements into functional and technical specifications. Define and validate user stories and acceptance criteria. Perform gap analysis between current and future state processes. Support UAT, including test case preparation and acceptance validation. Ensure solutions deliver business value and measurable KPIs. Support change management and adoption planning.

Stakeholder Management & Support

Conduct discovery sessions and requirement workshops. Communicate progress and risks to stakeholders. Provide end-user training and onboarding materials. Ensure smooth adoption of ServiceNow solutions.

Documentation & Knowledge Management

Maintain system architecture and integration specifications. Develop and maintain SOPs, user manuals, and process documentation. Maintain a knowledge base for recurring issues and resolutions.

System Maintenance & Support

Integrate maintenance & monitoring activities into sprint cycles, allocating story points and expedited processes for critical fixes. Establish and track KPIs (system health, application performance, availability), with

automated alerting thresholds.

Conduct regular health checks (including batch job monitoring) and provide performance

analysis during sprint reviews and retrospectives.

Categorize and prioritize maintenance items, bug fixes, performance improvements, and

enhancements in the product backlog during grooming sessions.

Establish and enforce response time SLAs for support categories, maintaining dedicated

capacity within the team rotation to balance maintenance and new development.

Resource Requirements

Experience 5+ years delivering application development projects with at least 4 years


experience in ServiceNow in enterprise/government environments

Key Skills:

Agile project management, backlog management, release planning, governance & compliance, stakeholder engagement, documentation, business analysis, solution adoption.

Technical Knowledge

ServiceNow: HRSD, IRM, App Engine Studio, Flow Designer, Integration Hub

Preferred Certifications

ServiceNow Certified System Administrator (CSA); ServiceNow Certified. Implementation Specialist (ITSM/HRSD); Certified Scrum Master Soft Skills Leadership, stakeholder communication, business-IT translation, problem solving, decision-making, documentation and presentation skills.

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