Role Overview
We are seeking a Delivery Manager with strong ServiceNow experience, who will also perform Business Analyst responsibilities. This dual role involves overseeing project delivery, managing a development squad, gathering business requirements, and ensuring compliance with government frameworks.
Scope of Work
The Delivery Manager will be responsible for:
1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
Job Requirements
Experience
· 7–8 years delivering application development projects with at least 4 years experience in ServiceNow in enterprise/government environments
Key skills
· Agile project management, backlog management, release planning, governance & compliance, stakeholder engagement, documentation, business analysis, solution adoption
Technical knowledge (any of the following area)
· ServiceNow: ITSM, CSM, HRSD, IRM, App Engine Studio, Flow Designer, Integration Hub
Preferred certifications
· ServiceNow Certified System Administrator (CSA); ServiceNow Certified Implementation Specialist (ITSM/HRSD); Certified Scrum Master
私たちについて：
コグニザント（NASDAQ: CTSH）は、AI builderおよびテクノロジーサービスプロバイダとして、AI投資を企業価値へとつなげるフルスタックのAIソリューションを提供しています。業界、業務プロセス、エンジニアリングに関する深い専門性を強みに、各企業固有のコンテキストをテクノロジーシステムに組み込み、人の力を最大限に引き出すとともに、具体的な成果の創出と、急速に変化する世界におけるグローバル企業の競争力維持を支援します。詳しくは、当社ウェブサイト www.cognizant.com をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
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