ServiceNow Project Manager / Business Analyst

DMV Local Candidates Only, as this role requires 3 days on site.

About the Role

We are seeking an experienced ServiceNow Project Manager / Business Analyst to support the delivery of ServiceNow initiatives for the DC Office of the Chief Technology Officer. This role will lead project planning, requirements gathering, stakeholder coordination, testing support, training, and implementation activities for ServiceNow enhancements and ITSM-related initiatives.

The ideal candidate will have strong ServiceNow platform experience, excellent communication skills, and the ability to work with business stakeholders, technical teams, executives, developers, architects, and product owners to deliver high-quality solutions aligned with ITIL, ITSM, and OCTO standards.

Key Responsibilities

Lead end-to-end delivery of ServiceNow initiatives from intake, scoping, requirements, design, development, testing, deployment, and stabilization.Manage project schedules, milestones, risks, communications, and stakeholder expectations.Facilitate requirements workshops, interviews, JAD sessions, and design discussions.Document business, functional, and technical requirements.Translate business needs into process flows, user stories, acceptance criteria, and configuration specifications.Support ServiceNow configuration, development, workflows, catalog items, forms, dashboards, reports, and integrations.Partner with developers, architects, product owners, and business stakeholders to validate solution feasibility and design decisions.Support core ITSM modules including Incident, Problem, Change, Service Catalog, CMDB, HAM, and SAM.Assist with testing activities, including test planning, test execution, and validation of ServiceNow configurations.Support organizational change management, including demonstrations, training materials, user training, and future-state workflow communications.Maintain project documentation, including requirements, design documents, meeting notes, test evidence, training materials, and status reports.Develop dashboards, KPIs, performance reports, and analytics using ServiceNow reporting, Performance Analytics, Power BI, or similar tools.Identify opportunities to improve workflows, data quality, service management processes, and user experience.

Required Qualifications

Bachelor’s degree in IT, Business, or related field, or equivalent experience.15+ years of overall IT or related professional experience.11+ years of Business Analyst experience.11+ years of SDLC experience.11+ years of requirements gathering and documentation experience.11+ years of MS Office and PowerPoint experience.8+ years of IT Service Management experience.8+ years of experience supporting ServiceNow configuration and development.Strong understanding of ITIL, ITSM, change management, configuration management, and release management.Experience implementing systems using Agile/Scrum methodology.Experience creating and executing test plans, including automated test scripts.Strong oral and written communication skills.Executive presence and experience developing client-facing presentations.Ability to work onsite in Washington, DC 3 days a week.

Preferred Qualifications

ITIL Foundations certification.ServiceNow administration or implementation experience.Experience with ServiceNow business rules, UI actions, UI policies, ACLs, catalog items, workflows, dictionary updates, and platform enhancements.Experience supporting public sector or government technology environments.Experience with ServiceNow Performance Analytics, Power BI, or related reporting tools.Strong customer relationship management and stakeholder engagement skills.