Servicenow Pm/ba

2 weeks ago

Singapore Cognizant Full time

**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.

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 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.

LI-CTSAPAC

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