Role Overview

We are seeking a Senior Project Manager with strong ServiceNow experience, 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

The Senior Project Manager Will Be Responsible For

Project Management
Track project timelines, resources, risks, and change requests.
Oversee automated testing frameworks and CI/CD pipelines.
Ensure adherence to client's guideline
Manage client's provided environments, deployments, and data migration.
Deliver first initiative within 6 months; subsequent releases every 4–6 months.
Manage sprints, releases, and risks using SGTS tools (e.g., Gitlab, JIRA).
Develop and maintain a product roadmap aligned with business objectives.
Business Analysis
Conduct workshops to gather business requirements and processes.
Maintain and prioritize product backlog.
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.
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.
Support change management and adoption planning.
Documentation & Knowledge Management
Develop and maintain SOPs, user manuals, and process documentation.
Maintain system architecture and integration specifications.
Maintain a knowledge base for recurring issues and resolutions.
System Maintenance & Support
Establish and enforce response time SLAs for support categories.
Maintain dedicated capacity within the team rotation to balance maintenance and new development.
Categorize and prioritize maintenance items, bug fixes, performance improvements, and enhancements in the product backlog during grooming sessions.
Conduct regular health checks (including batch job monitoring) and provide performance analysis during sprint reviews and retrospectives.
Establish and track KPIs (system health, application performance, availability), with automated alerting thresholds.
Integrate maintenance & monitoring activities into sprint cycles, allocating story points and expedited processes for critical fixes.

Experience

Job Requirements

7–8 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

Delivery Manager - ServiceNow