Role Overview
We are seeking a Delivery 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
The Delivery Manager will be responsible for:
1. Project Management
- Track project timelines, resources, risks, and change requests.
- Oversee automated testing frameworks and CI/CD pipelines.
- Ensure adherence to client's guideline
- Manage client's provided environments, deployments, and data migration.
- Deliver first initiative within 6 months subsequent releases every 4-6 months.
- Manage sprints, releases, and risks using SGTS tools (e.g., Gitlab, JIRA).
- Develop and maintain a product roadmap aligned with business objectives.
2. 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, including test case preparation and acceptance validation.
- Ensure solutions deliver business value and measurable KPIs.
3. 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.
- Support change management and adoption planning.
4. Documentation & Knowledge Management
- Develop and maintain SOPs, user manuals, and process documentation.
- Maintain system architecture and integration specifications.
- Maintain a knowledge base for recurring issues and resolutions.
5. System Maintenance & Support
- Establish and enforce response time SLAs for support categories.
- Maintain dedicated capacity within the team rotation to balance maintenance and new development.
- Categorize and prioritize maintenance items, bug fixes, performance improvements, and enhancements in the product backlog during grooming sessions.
- Conduct regular health checks (including batch job monitoring) and provide performance analysis during sprint reviews and retrospectives.
- Establish and track KPIs (system health, application performance, availability), with automated alerting thresholds.
- Integrate maintenance & monitoring activities into sprint cycles, allocating story points and expedited processes for critical fixes.
Job Requirements
Experience
- 7 - 8 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 (any of the following area)
- ServiceNow: ITSM, CSM, 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
