ServiceNow Project Manager

Service Now Project Manager / Business Analyst

The Client is seeking an experienced Service Now Project Manager / Business Analyst to lead and support the delivery of Service Now initiatives from concept to implementation.

This role will oversee project planning, requirements gathering, and stakeholder coordination while ensuring solutions align with industry best practices and Client IT service management goals. The ideal candidate has deep Service Now platform expertise, strong analytical and communication skills, and a proven ability to guide cross-functional teams through design, development, testing, and adoption activities. Responsibilities include managing project timelines, facilitating requirements and design sessions, validating configurations, supporting organizational change management, and ensuring successful delivery of high-quality Service Now enhancements.

• Lead end-to-end delivery of Service Now initiatives from intake and scoping through design, development, testing, training, deployment, and stabilization, ensuring alignment with Client ITSM strategy and governance models.
• Manage project timelines, milestones, risks, and communications; coordinate cross-functional teams, including technical developers, architects, product owners, and business stakeholders. Ensure project activities follow industry best practices, Service Now implementation standards, and District/Client delivery frameworks.
• Conduct requirements elicitation sessions (workshops, interviews, JAD sessions) to document business, functional, and technical requirements for new or enhanced Service Now modules, workflows, and integrations.
• Translate business processes into detailed process flows, user stories, acceptance criteria, and configuration specifications; validate alignment with ITIL/ITSM processes.
• Apply expert-level knowledge of Service Now (platform configuration, catalog items, forms, workflows, dashboards, reporting, and core ITSM modules such as Incident, Problem, Change, Service Catalog, HAM/SAM/CMDB) to design optimal, scalable solutions.
• Validate platform configurations and assist technical teams with data modeling, enhancements, integrations, and custom development efforts.
• Partner with technical staff to confirm feasibility, identify design constraints, and streamline configuration and implementation processes.
• Build trusted relationships with business owners, program leadership, and technical teams; serve as primary liaison for requirements, prioritization, design decisions, and issue resolution.
• Support Organizational Change Management (OCM) efforts by communicating "future-state" workflows, facilitating solution demonstrations, developing training materials, and delivering end-user training sessions.
• Maintain all project artifacts including requirements, design documents, test evidence, meeting notes, training materials, and status reports.
• Prepare dashboards, performance reports, KPIs, and analytics using Service Now reporting, Performance Analytics, or complementary BI tools (e.g., PowerBI).
• Ensure compliance with District policies, Client standards, contractual obligations, and quality management processes.
• Identify opportunities to streamline workflows, improve data integrity, optimize IT service management processes, and enhance user experience across the Service Now ecosystem.
• Support portfolio planning, solution road mapping, and operational readiness activities; provide expert recommendations on module adoption, process maturity, and platform enhancements.

· Strong oral and written communications skills
· Supervisory experience working with a diverse internal and client teams
· Client presentation development; executive presence
· Ability to produce technical documentation utilizing the MS office suite including collaboration tools
· Understanding of change management, configuration management, and release management as it relates to ITIL
· Experience managing relationships, operating procedures and service level agreements with clients and coworkers
· Customer relationship management experience
· Experience in test plan creation and execution, including automated…