Senior Project Manager

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.