ServiceNow Project Manager

ServiceNow Project Manager / Business Analyst

The Client is seeking an experienced ServiceNow Project Manager / Business Analyst to lead and support the delivery of ServiceNow initiatives from concept to implementation.

This role will oversee project planning, requirements gathering, and stakeholder coordination while ensuring solutions align with industry best practices and Client IT service management goals. The ideal candidate has deep ServiceNow platform expertise, strong analytical and communication skills, and a proven ability to guide cross-functional teams through design, development, testing, and adoption activities. Responsibilities include managing project timelines, facilitating requirements and design sessions, validating configurations, supporting organizational change management, and ensuring successful delivery of high-quality ServiceNow enhancements.

Responsibilities

• Lead end-to-end delivery of ServiceNow initiatives from intake and scoping through design, development, testing, training, deployment, and stabilization, ensuring alignment with Client ITSM strategy and governance models.
• Manage project timelines, milestones, risks, and communications; coordinate cross-functional teams, including technical developers, architects, product owners, and business stakeholders. Ensure project activities follow industry best practices, ServiceNow implementation standards, and District/Client delivery frameworks.
• Conduct requirements elicitation sessions (workshops, interviews, JAD sessions) to document business, functional, and technical requirements for new or enhanced ServiceNow modules, workflows, and integrations.
• Translate business processes into detailed process flows, user stories, acceptance criteria, and configuration specifications; validate alignment with ITIL/ITSM processes.
• Apply expert-level knowledge of ServiceNow (platform configuration, catalog items, forms, workflows, dashboards, reporting, and core ITSM modules such as Incident, Problem, Change, Service Catalog, HAM/SAM/CMDB) to design optimal, scalable solutions.
• Validate platform configurations and assist technical teams with data modeling, enhancements, integrations, and custom development efforts.
• Partner with technical staff to confirm feasibility, identify design constraints, and streamline configuration and implementation processes.
• Build trusted relationships with business owners, program leadership, and technical teams; serve as primary liaison for requirements, prioritization, design decisions, and issue resolution.
• Support Organizational Change Management (OCM) efforts by communicating "future-state" workflows, facilitating solution demonstrations, developing training materials, and delivering end-user training sessions.
• Maintain all project artifacts including requirements, design documents, test evidence, meeting notes, training materials, and status reports.
• Prepare dashboards, performance reports, KPIs, and analytics using ServiceNow reporting, Performance Analytics, or complementary BI tools (e.g., PowerBI).
• Ensure compliance with District policies, Client standards, contractual obligations, and quality management processes.
• Identify opportunities to streamline workflows, improve data integrity, optimize IT service management processes, and enhance user experience across the ServiceNow ecosystem.
• Support portfolio planning, solution roadmapping, and operational readiness activities; provide expert recommendations on module adoption, process maturity, and platform enhancements.

Core Qualifications

· Strong oral and written communications skills · Supervisory experience working with a diverse internal and client teams · Client presentation development; executive presence · Ability to produce technical documentation utilizing the MS office suite including collaboration tools · Understanding of change management, configuration management, and release management as it relates to ITIL · Experience managing relationships, operating procedures and service level agreements with clients and coworkers · Customer relationship management experience · Experience in test plan creation and execution, including automated test scripts · ITIL foundations certification · Experience implementing systems using the agile/scrum methodology · Experienced in the system development life cycle (SDLC) processes including client requirement analysis and system design · Experience designing and implementing IT and non-IT related process workflows, procedures and technical standards · Administration of a ServiceNow instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revisions

Minimum Education/Certification Requirements

Bachelor's degree in IT or related field or equivalent experience

Skills

· BA experience.

11 Years Required · Software Development Lifecycle experience.

11 Years Required · Requirements gathering and documentation.

11 Years Required · MS Office/PowerPoint experience.

11 Years Required · IT Service Management experience.

8 Years Required · Experience supporting the configuration and development of ServiceNow.

Compensation: $56.00 - $66.00 per hour