ServiceNow Requirements Manager

Description

A successful ServiceNow Requirements Manager will capture customer business needs, quantify them into a software enhancement requirement package, and then facilitate the allocation of those requirements to a development team. This role requires a strong acumen of IT Service Management (ITSM) practices, such as ITIL, CMMI, and SAFe. The ideal candidate will evaluate proposed changes to a ServiceNow platform, prioritize requirements delivery of enhancements during delivery sprints, and maintain US Citizenship with an Active Top Secret/Sensitive Compartmented Information (TS/SCI) clearance with Poly.

Responsibilities:

• Capture vague customer requests for enhancements to ServiceNow workflow and conduct interviews to gather robust sets of needs.
• Document these needs within comprehensive draft business requirements, used to validate work prior to production delivery.
• Assess enhancement requests for commonality and consolidate where appropriate.
• Pre-coordinate draft business requirements with the development team to ensure they have sufficient details for future development efforts.
• Provide assessments and recommendations in written and oral presentations to detail intended/unintended effects of proposed changes.
• Prioritize draft business requirements against other features and enhancements in the backlog.
• Foster formal requirements allocations meetings with developers to ensure hand-off and acceptance of finalized business requirements.
• Negotiate proposed prioritization and delivery of business against existing backlog.
• Facilitate periodic Program Increments with the development team to initiate sprints delivering chunked portions of the prioritized backlog.
• Validate the completeness and quality of delivered enhancements at the end of each sprint.
• Assess general success associated with each sprint and program increment.
• Identify service delivery deficiencies and suggest rework to improve offerings.
• Capture success assessment in Award Fee feedback inputs.
• Review contract management products to guide cost, schedule, and performance objectives.
• Mentor Program Office personnel on ITSM practice implementations.

Qualifications:

• Bachelor's degree in a STEM field and nine years or more experience; Master's degree and seven years or more experience; PhD or JD and four years or more experience.
• US Citizenship required.
• Active TS/SCI security clearance with current polygraph required to start and must be maintained.
• Demonstrated knowledge of software requirements development.
• Demonstrated experience with ServiceNow enhancements.
• Ability to work proactively, independently, or as a member of a technical team in a fast-paced environment.
• Strong communication skills for written and oral presentations to diverse audiences.
• Ability to establish and maintain effective working relationships.
• Proficient in Microsoft Office Suite, Systems Engineering, and Program Management tools.
• Certified Program Management Professional (PMP) and Scaled Agile Framework for enterprise (SAFe) are preferred.