Business Analyst/Project Manager - ServiceNow

Role Overview: We are seeking an experienced ServiceNow Business Analyst - Project Manager to lead demand intake, requirements definition, backlog readiness, and delivery coordination for ServiceNow initiatives. The person will work closely with business stakeholders, product owners, architects, developers, QA, and delivery leads to translate business needs into clear, actionable requirements and keep delivery aligned with scope, priorities, timelines, and quality expectations. Key Responsibilities: - Conduct demand-intake discussions and discovery workshops with business and technology stakeholders to understand business objectives, current processes, pain points, and expected outcomes. - Document business requirements, functional specifications, process flows, acceptance criteria, and dependencies. - Create, refine, and maintain epics, features, user stories, and acceptance criteria in the agreed Agile delivery tool. - Drive backlog grooming and readiness, ensuring stories are sufficiently detailed, estimated, prioritized, and ready for sprint planning. - Coordinate sprint planning, daily delivery follow-ups, reviews, retrospectives, and cross-team dependencies as required. - Track scope, milestones, risks, issues, decisions, action items, and delivery status; prepare concise updates for stakeholders and leadership. - Act as the liaison between business stakeholders, ServiceNow architects, developers, QA, and delivery teams to clarify requirements and resolve ambiguity. - Support UAT planning and execution, defect triage, business sign-off, release readiness, and change communication. - Maintain traceability between requirements, user stories, test scenarios, defects, and delivered functionality. - Identify process improvements and opportunities to improve adoption, operational efficiency, and ServiceNow platform value. Required Skills and Experience: - 8+ years of relevant experience in business analysis, project-delivery management, or a blended BA-PM role, preferably on enterprise ServiceNow programs. - ServiceNow Certified System Administrator (CSA) certification - required. - Strong experience with requirements elicitation, user-story writing, acceptance criteria, backlog management, and Agile-Scrum delivery. - Ability to facilitate workshops and communicate clearly with business users, technical teams, and senior stakeholders. - Experience with delivery tracking, risk-issue management, status reporting, and coordination across distributed teams. - Strong documentation, analytical, prioritization, and stakeholder-management skills. Preferred Qualifications: - ServiceNow Certified Implementation Specialist (CIS) certification. - Experience with one or more ServiceNow areas such as ITSM, CSM, ITOM, ITAM, CMDB-CSDM, HRSD, or Now Assist initiatives. - Experience working with US stakeholders or in US-near-shore delivery models.