Senior Project Manager - ServiceNow - Cognizant

Cognizant Technology Solutions Asia Pacific Pte Ltd; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A leading technology solutions provider in Singapore is seeking a Senior Project Manager with strong ServiceNow experience. This role involves overseeing project delivery, managing a development squad, and ensuring compliance with government frameworks. Candidates should have 7-8 years of application development project experience, with a minimum of 4 years in ServiceNow. A background in agile project management is required. The position offers engagement with various stakeholders to enhance solution adoption.

Qualifications

• 7-8 years delivering application development projects.
• At least 4 years experience in ServiceNow in enterprise/government environments.

Responsibilities

• Oversee project delivery and managing a development squad.
• Gather business requirements and ensure compliance with government frameworks.
• Manage sprints, releases, and risks using SGTS tools.

Skills

Agile project management

Backlog management

Release planning

Governance & compliance

Stakeholder engagement

Documentation

Business analysis

Solution adoption

Tools

ServiceNow: HRSD

ServiceNow: IRM

ServiceNow: App Engine Studio

ServiceNow: Flow Designer

ServiceNow: Integration Hub

Gitlab

JIRA

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

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

• 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