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
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000+ associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
About us:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.