Senior Project Manager - ServiceNow

Cognizant Global; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A global technology company is seeking a Senior Project Manager in Singapore to oversee project delivery and manage a development squad. The ideal candidate will have strong ServiceNow experience and will conduct business analysis to gather requirements and ensure compliance with government frameworks. Key responsibilities include tracking project timelines, stakeholder management, and ensuring successful adoption of solutions. Candidates should have 7-8 years in application development, with 4 years in ServiceNow in enterprise/government environments.

Responsibilities

• Oversee project delivery and manage a development squad.
• Gather business requirements and ensure compliance with government frameworks.
• Track project timelines, resources, risks, and change requests.
• Conduct workshops to gather business requirements and processes.
• Ensure smooth adoption of ServiceNow solutions.
• Develop and maintain SOPs, user manuals, and process documentation.

Skills

Agile project management

Backlog management

Release planning

Governance & compliance

Stakeholder engagement

Documentation

Business analysis

Solution adoption

Education

7-8 years delivering application development projects

4 years experience in ServiceNow in enterprise/government environments

Tools

ServiceNow: HRSD

ServiceNow: IRM

ServiceNow: App Engine Studio

ServiceNow: Flow Designer

ServiceNow: Integration Hub

Job description

Role 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

The Senior Project 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 guidelines.
   • Manage client-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 — 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.