ServiceNow PM/BA

2 weeks ago

Singapore Cognizant Technology Solutions Full time $120,000 - $240,000 per year

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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