Senior ServiceNow Business Analyst/Coordinator/ Project Manager:
6+ Months (Possible FTE)
Public Trust
There is a potential that this position may have some return to office requirements , Candidates should be local to the DMV area. This position is remote. However, candidates must be willing to work east coast core work hours and are to be local to Washington, DC area
The ideal candidate for this will have come up as a BA and moved into project management roles. Someone who has been a long term project manager who is also good with data and willing to massage it might suffice. This is the start of a brand new team so they will be wearing multiple hats for a little while.
Job Description:
Senior ServiceNow Business Analyst/Coordinator/ Project Manager:
Senior ServiceNow Business Analyst / Project Manager / Coordinator to lead and support ServiceNow platform initiatives across multiple business functions. This role combines business analysis, project management, stakeholder engagement, and coordination responsibilities to ensure successful delivery of ServiceNow solutions that align with organizational objectives.
The ideal candidate possesses strong ServiceNow platform knowledge, exceptional communication skills, and the ability to manage projects from requirements gathering through implementation, testing, deployment, and post-production support.
Qualifications:
Business Analysis
- Partner with business stakeholders to gather, analyze, document, and validate business and functional requirements.
- Conduct workshops, interviews, and process-mapping sessions to identify business needs and improvement opportunities.
- Translate business requirements into detailed user stories, functional specifications, and acceptance criteria.
- Analyze current-state processes and recommend ServiceNow-based solutions to improve efficiency and user experience.
- Support backlog management, prioritization, and requirements traceability.
Project Management
- Lead ServiceNow implementation, enhancement, integration, and optimization projects.
- Develop and maintain project plans, schedules, milestones, risk registers, and status reports.
- Manage project scope, timelines, budgets, resources, dependencies, and deliverables.
- Facilitate Agile ceremonies, stakeholder meetings, and governance reviews.
- Monitor project performance and proactively identify and mitigate risks and issues.
Coordination & Stakeholder Management
- Serve as the primary liaison between business stakeholders, ServiceNow developers, architects, testing teams, and leadership.
- Coordinate cross-functional teams to ensure timely execution of project activities.
- Track action items, decisions, and dependencies across multiple workstreams.
- Prepare executive-level communications, presentations, dashboards, and status updates.
- Support organizational change management, training, and adoption efforts.
ServiceNow Platform Support
- Support implementations and enhancements across ServiceNow modules, including:
- IT Service Management (ITSM)
- IT Operations Management (ITOM)
- IT Asset Management (ITAM)
- HR Service Delivery (HRSD)
- Customer Service Management (CSM)
- Collaborate with technical teams on solution design, integrations, workflows, and automation initiatives.
- Participate in testing activities including UAT planning, execution, and defect management.
- Ensure compliance with ServiceNow best practices and organizational governance standards.
Required Qualifications
- Bachelor's degree in Information Systems, Business Administration, Project Management, or related field.
- 8+ years of experience as a Business Analyst, Project Manager, Program Coordinator, or related role.
- 5+ years of experience supporting ServiceNow implementations and enhancements.
- Strong understanding of Agile, Scrum, and hybrid delivery methodologies.
- Business Requirements Documents (BRDs)
- Proven experience managing multiple concurrent projects and stakeholders.
- Excellent analytical, problem-solving, organizational, and communication skills.
- AI experience with drafting user stories, converting technical configuration into plain-language and creating project support documentation
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