Delivery Manager - ServiceNow at Cognizant
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
Project Management: Track project timelines, resources, risks, and change requests.
Quality & Delivery: Oversee automated testing frameworks and CI/CD pipelines.
Compliance & Standards: Ensure adherence to client’s guidelines and government frameworks.
Environment & Data: Manage client-provided environments, deployments, and data migration.
Sprint & Backlog: Manage sprints, releases, and risks using SGTS tools (e.g., Gitlab, JIRA).
Roadmap: 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 with test case preparation and acceptance validation; ensure solutions deliver business value and measurable KPIs.
Stakeholder Management: Conduct discovery sessions, communicate progress and risks to stakeholders, provide end-user training and onboarding materials, ensure smooth adoption of ServiceNow solutions, and support change management and adoption planning.
Documentation & Knowledge Management: Develop and maintain SOPs, user manuals, process documentation, and an up-to-date knowledge base; maintain system architecture and integration specifications.
System Maintenance & Support: Establish and enforce response time SLAs; balance maintenance and new development; categorize and prioritize maintenance items, perform health checks, monitor batch jobs, provide performance analysis during sprint reviews, and track KPIs with automated alerting thresholds; integrate maintenance activities into sprint cycles.
Experience & Requirements
7–8 years delivering application development projects, with at least 4 years of ServiceNow experience 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 CSA; ServiceNow ITSM/HRSD Implementation Specialist; Certified Scrum Master.
Additional Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Management
Industries: IT Services and IT Consulting; Business Consulting and Services
Note: This job description focuses on the responsibilities, qualifications, and working expectations for the Delivery Manager - ServiceNow role.
It does not include any non-relevant promotions or extraneous site notices.
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