Senior ServiceNow Business Analyst / Coordinator / Project Manager

System One is a leader in delivering outsourced services and workforce solutions across North America, and they are seeking a Senior ServiceNow Business Analyst / Coordinator / Project Manager to lead ServiceNow initiatives in a federal environment. This role involves partnering with business and technical teams to gather requirements, manage projects, drive process improvements, and support ServiceNow implementations and enhancements.

Responsibilities:

• Partner with business stakeholders to gather, analyze, document, and validate business and functional requirements
• Conduct workshops, interviews, and process-mapping sessions to identify business needs and improvement opportunities
• Translate business requirements into detailed user stories, functional specifications, and acceptance criteria
• Analyze current-state processes and recommend ServiceNow-based solutions to improve efficiency and user experience
• Support backlog management, prioritization, and requirements traceability
• Lead ServiceNow implementation, enhancement, integration, and optimization projects
• Develop and maintain project plans, schedules, milestones, risk registers, and status reports
• Manage project scope, timelines, budgets, resources, dependencies, and deliverables
• Facilitate Agile ceremonies, stakeholder meetings, and governance reviews
• Monitor project performance and proactively identify and mitigate risks and issues
• Serve as the primary liaison between business stakeholders, ServiceNow developers, architects, testing teams, and leadership
• Coordinate cross-functional teams to ensure timely execution of project activities
• Track action items, decisions, and dependencies across multiple workstreams
• Prepare executive-level communications, presentations, dashboards, and status updates
• Support organizational change management, training, and adoption efforts
• Support implementations and enhancements across ServiceNow modules, including ITSM, ITOM, ITAM, HRSD, and CSM
• Collaborate with technical teams on solution design, integrations, workflows, and automation initiatives
• Participate in testing activities including UAT planning, execution, and defect management
• Ensure compliance with ServiceNow best practices and organizational governance standards

Requirements:

• Bachelor's degree in Information Systems, Business Administration, Project Management, or related field
• 8+ years of experience as a Business Analyst, Project Manager, Program Coordinator, or related role
• 5+ years supporting ServiceNow implementations and enhancements
• Strong understanding of Agile, Scrum, and hybrid delivery methodologies
• Experience creating Business Requirements Documents (BRDs), Functional Requirements, User Stories, Process Flows, Project Plans, and Executive Status Reports
• Proven experience managing multiple concurrent projects and stakeholders
• Excellent analytical, problem-solving, organizational, and communication skills
• AI experience with drafting user stories, converting technical configurations into plain-language, and creating project support documentation