**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. \#LI-CTSAPAC Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.