Responsibilities:

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.

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.

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.

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.

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.

Senior Project Manager