Senior ServiceNow Business Analyst / Coordinator / Project Manager

Job Title: Senior ServiceNow Business Analyst / Coordinator / Project Manager
Location: Washington, DC – candidates MUST be LOCAL to the DMV area
Type: 6 months contract – good chance to extend or roll perm
Work Model: Remote for now - possibly quarterly onsite or potential for future onsite requirements
Security Clearance: Ability to obtain Public Trust - candidates will be allowed to start without Public Trust within two weeks’ time.

Overview
We are seeking a Senior ServiceNow Business Analyst / Coordinator / Project Manager to lead ServiceNow initiatives in a federal environment. This role will partner with business and technical teams to gather requirements, manage projects, drive process improvements, and support ServiceNow implementations and enhancements. The ideal candidate brings a strong mix of business analysis, project coordination, stakeholder management, and ServiceNow expertise, with the ability to successfully manage multiple priorities in an Agile environment. Public Trust clearance is required.

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.

• 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.

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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