Senior ServiceNow Business Analyst​/Project Manager

Description

Leidos is seeking an experienced Senior Service Now Business Analyst / Project Manager / Coordinator to lead and support Service Now platform initiatives across multiple business functions. This role combines business analysis, project management, stakeholder engagement, and coordination responsibilities to ensure successful delivery of Service Now solutions that align with organizational objectives.

Leidos seeks a candidate with strong Service Now platform knowledge, exceptional communication skills, and the ability to manage projects from requirements gathering through implementation, testing, deployment, and post-production support.

• 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 Service Now-based solutions to improve efficiency and user experience
• Support backlog management, prioritization, and requirements traceability

• Lead Service Now implementation, enhancement, integration, and optimization projects from initiation to close
• 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

• Serve as the primary liaison between business stakeholders, Service Now 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 work streams
• Prepare executive-level communications, presentations, dashboards, and status updates
• Support organizational change management, training, and adoption efforts

• Support implementations and enhancements across modules including ITSM, ITOM, ITAM, HR Service Delivery (HRSD), and 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 Service Now best practices and organizational governance standards

• Bachelor's degree in Information Systems, Business Administration, Project Management, or related field. Additional years of experience may be substituted in lieu of degree.

• 8+ years of experience as a Business Analyst, Project Manager, Program Coordinator, or related role
• 5+ years of experience supporting Service Now implementations and enhancements
• Strong understanding of Agile, Scrum, and hybrid delivery methodologies
• Proven experience managing multiple concurrent projects and stakeholders
• Excellent analytical, problem-solving, organizational, and communication skills
• Must be able to obtain and maintain a public trust clearance.

• Business Requirements Documents (BRDs) and Functional Requirements
• User Stories and detailed Acceptance Criteria
• Process Flows and Workflow Documentation
• Project Plans, Risk Registers, and Milestone Tracking
• Executive Status Reports and Dashboards

This is a remote position; however, candidates should be located in or able to work standard Eastern Time Zone business hours. East Coast candidates are preferred.

• Service Now Certified System Administrator (CSA)
• Service Now Certified Implementation Specialist (CIS)
• Certified Scrum Master (CSM)
• PMI Project Management Professional (PMP)
• SAFe Certification
• ITIL Foundation Certification

• Experience in federal, government, healthcare, financial services, or large enterprise environments
• Experience with Service Now platform…