Lead ServiceNow SPM Analyst

Title

Lead-Service Now SPM Analyst

Westchester, IL

Sr. Digital Portfolio Manager, Office of Chief Digital Information Officer

The Lead-Service Now SPM Analyst will play a key role in our IT PMO team. The Lead-Service Now SPM Analyst will be responsible for supporting the organization’s strategic portfolio management activities such as managing demands and resources using the Service Now platform. This role involves eliciting requirements, ongoing administration, and operationalization of the SPM module to meet business needs.

• Responsible for the day-to-day management and maintenance of Idea, Demand, Portfolio, Program, Project and Resource Maintenance, and ongoing administration of the SPM module.
• Collaborate with IT team members to operationalize and enhance the SPM Demand, Resource, Portfolio/Program/Project, and Timecard functionality and track associated KPIs.
• Collaborate with IT PMO and other stakeholders to elicit requirements and translate them into SPM end-to-end solutions and build consensus among cross‑functional teams.
• Provide subject‑matter expertise in the discussions with key stakeholders in the development of business processes and metrics leveraging SPM features and drive adoption.
• Create & manage scorecards, dashboards, reports, and notifications along with SPM data health check and clean up.
• Conduct timely reviews with IT PMO to review Ideas, Demands and Resource Plans.
• Orchestrate Demand Management including advising and training Project Leads on Demand submission including Demand Assessment, Cost Plans, Benefit Plans and Resource Plans.
• Provide training and support to end‑users on the Service Now SPM module functionalities.
• Act as a liaison between the IT PMO and the larger Service Now Development team, reporting status and ensuring alignment with platform standards.
• Participate in the review of design artifacts to ensure alignment with the solution requirements and collaborate with stakeholders.
• Manage development work throughout the lifecycle from a unified product backlog of tasks including Sprint planning, reviews, and story refinement sessions.
• Work closely with the SPM development team to ensure accurate implementation of user stories and provide support for any clarification or adjustments.
• Communicate complex problems into easily understood requirements to the development team.
• Conduct review and approval of the solution requirements with relevant stakeholders.
• Create test cases and participate in testing activities, ensuring that the SPM module meets specified requirements and is free of defects including upgrades.
• Lead and participate in continuous improvement initiatives to enhance the capabilities of the module.
• Independently research, where needed, to resolve and provide solutions to the end users.
• Develop and maintain documentation related to SPM processes, configurations, & reports.

• Aptitude for identifying issues and generating solutions to optimize SPM processes and workflows.
• Gather requirements, submit enhancements, prepare test cases, and conduct testing activities.
• Document business process and perform data analysis.
• Demonstrate excellent communication and interpersonal skills to articulate complex problems and solutions to stakeholders.
• Ability to work in a team and independently.
• Demonstrate excellent analytical and problem‑solving skills, with the ability to translate business needs into clear requirements.
• Demonstrate excellent presentation skills.
• Demonstrates innovative and strategic thinking.
• Exceptionally self‑motivated, directed and detail oriented.
• Ability to thrive in a fast‑paced environment and work well under pressure, prioritizing and balancing competing tasks.
• Ability to adapt to emerging trends.

• Minimum of 3 to 5 years of experience with Service Now SPM module specifically managing Idea/Demand/Project/Program/Portfolio/Resource Plans/Timecard.
• At least 3 years of experience as a Lead/Senior Business Analyst working on SPM projects.
• Bachelor’s degree in computer science, Information Systems, or a related technical or business discipline.
• Service Now certifications related to SPM are…