Make a difference. Be happy. Grow your career. Key Responsibilities The Senior Engagement Manager will have the following responsibilities, which include but are not limited to: - Provides excellent, professional client service at all times, tailoring consulting approach to the type of engagement and aligning services with the goals of the company - Lead projects with a goal of delivering on time, on budget, and with great outcomes - Monitor overarching project health; identify, mitigate, or escalate issues as needed - Develop and maintain detailed project plan, communication plan, and risk/decision trackers - Define, manage, and adhere to project scope - Use, update, and customize client and Nordic-provided tools throughout project life cycle - Develop Nordic ServiceNow deployment methodology, tools, templates, and collateral - Actively partner with other members of the ServiceNow team to create new offerings, services, and go-to-market strategies - Create polished project deliverables and communications - Present with confidence and well-polished demeanor; facilitate executive-level meetings - Manage meetings effectively; prepare agendas and goals, take notes, track follow ups - Produce regular status reports; perform project close, lessons learned, and knowledge transfer - Coordinates activities with the ServiceNow Team: Executive Partners, Delivery Assurance Partners, Client Services Managers, SDMs, etc. - Improve upon existing infrastructure, provide strong technical support, problem-solving and develop strategies to prevent future problems - Work with PMO to interview and identify project team members, as needed - Manage, coach, and mentor team, resolve conflicts, maintain positive team morale, and deliver direct and timely feedback based upon project work and performance - Provide support to the PMO in keeping Nordic ERP content, project tools, standards and templates updated, organized, and in alignment with current best practices - Assist with communicating best practices and PMO content to other project managers - Participates in Discussions and Decision-Making regarding Project Standards, Quality Improvement and Change Management - Advise internal team members to continually enhance processes and workflows to improve business operations, client experience, and operational efficiency - Respond to client requests in a professional manner using established methods and escalation processes, and documenting and retaining records of all meetings and/or education sessions - Work on projects that may be assigned on an ad hoc basis and may assist in other initiatives as necessary, directed, assigned, or requested Skills and Experience - Bachelors’ degree required - Minimum of 10 years of progressive, professional experience; professional services or consulting experience required - Active ServiceNow Certified System Administrator Certification required - Knowledge and experience with ServiceNow’s methodologies and best practices required - Prior experience implementing, training, or supporting ServiceNow SPM, ITSM, ITAM, or CMDB required - Prior experience managing projects and project teams - PMP Certification or at least 10 years of experience in full project life cycle planning, monitoring, controlling, and closing - Excellent communication skills, written and verbal - Able to balance urgent, short-term needs with strategic, long-term priorities - Exhibits strength in relating to people, including the ability to deliver feedback and inspire and motivate others to succeed - Strong attention to detail and ability to manage multiple priorities while meeting customer service commitments and project timelines - Proven ability to work effectively with all levels of an organization, as well as with diverse candidates, consultants, and client bases - Able to balance urgent, short-term needs with strategic, long-term priorities - Ability to adapt quickly to changes in the work environment and to alter approach or method to successfully lead change; reacts well under pressure - Proficient with Microsoft Office Suite, computers, email, correspondence, and spreadsheets - Must demonstrate and embody Nordic’s maxims Additional Details - Travel up to 50% of the time, or as practice and client needs dictate. #LI-AH2 Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.

LightFeather is seeking a Senior ServiceNow Business Analyst to lead the requirements gathering and process design for our federal agency clients. In this role, you will act as the critical bridge between federal business stakeholders and our technical development teams. You will be responsible for translating complex mission requirements into scalable ServiceNow solutions, ensuring compliance with federal standards, and maintaining the highest quality of data in our backlog.. This is a Full Time, Remote Position. Location: Fully Remote (EST hours)Job Type: Full-timeCitizenship: U.S. Citizenship RequiredClearance Requirement: Ability to obtain and maintain a Secret Level security clearance. Responsibilities - Lead client workshops and focus groups to elicit, analyze, and document business requirements, ensuring alignment with agency mission goals. - Translate high-level business needs into comprehensive user stories, acceptance criteria (AC), and functional specifications within Agile/Scrum frameworks. - Conduct gap analysis to identify the delta between current legacy processes and ServiceNow "Out of the Box" (OOTB) functionality. - Collaborate directly with the Agile Coach to design, document, and distribute new Agile processes and standard operating procedures (SOPs) that support all ServiceNow delivery teams. Ensure these processes drive consistency, efficiency, and alignment across the broader program. - Review all user stories and requirements for accuracy, completeness, and ambiguity. Ensure every story meets the team's "Definition of Ready" before it is approved for sprint planning. - Provide guidance and mentorship to junior developers and junior analysts. Help them understand business context, federal domain constraints, and ServiceNow best practices to foster their professional growth. - Conduct peer reviews of functional designs and test scripts to maintain high standards of quality control across the delivery team. - Develop detailed process maps, workflows, and data models to visualize end-to-end service delivery. - Advise government stakeholders on ServiceNow best practices, steering them away from excessive customization that creates technical debt. - Collaborate with System Architects to ensure functional designs are technically feasible. - Ensure all solution designs adhere to federal IT standards, including Section 508 compliance (accessibility) and FISMA/NIST security controls. - Develop and execute User Acceptance Testing (UAT) plans, creating test scripts and coordinating testing sessions with government personnel. - Create federal-grade deliverables, including Standard Operating Procedures (SOPs), User Guides, and Training Decks. Required Qualifications and Skills: - U.S. Citizenship - Ability to obtain and maintain a Secret Level security clearance. - Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field. - 5+ years of experience as a Business Analyst, with at least 3 years dedicated to the ServiceNow platform. - Proven experience working in the federal contracting space (DoD, DHS, or Civilian agencies). - Experience working in an Agile/Scrum environment. - Deep knowledge of ServiceNow ITSM and at least one other major workflow (e.g., ITOM, HRSD, SPM, ITAM, Custom Applications). - Strong experience with Jira, ServiceNow Agile, or Azure DevOps for backlog management. - Proficiency in Visio, LucidChart, or similar tools for process mapping. - ServiceNow Certified System Administrator (CSA) - REQUIRED Preferred: - ITIL v4 Foundation (or higher). - Project Management Professional (PMP) or Agile certifications (CSM, SAFe PO/PM). Why Join LightFeather? At LightFeather, you're not just taking a job—you're joining a purpose-driven team that delivers innovative, mission-critical solutions to make a real difference. You'll work on diverse, meaningful projects that challenge and inspire you, alongside some of the best minds in the industry.

• Collaborate with product, development, and IT teams to understand complex hardware and software requirements, user stories, and acceptance criteria within an Agile framework. • Design, develop, and execute detailed test plans, test cases, and test scripts for end-to-end solutions, encompassing hardware, software, and integrated systems. • Participate actively in Agile ceremonies (sprint planning, daily stand-ups, backlog refinement, sprint reviews) to ensure quality is embedded throughout the development lifecycle. • Perform in-depth functional, performance, reliability, and compatibility testing on various hardware asset management functions, workflow and solutions. • Conduct rigorous functional, regression, integration, system, and user acceptance testing for software asset management functionality, workflow, capabilities and solutions. • Identify, analyze, and document defects with clear, concise, and reproducible steps, managing their lifecycle effectively. • Validate software discovery, reconciliation processes, license compliance, and optimization recommendations. • Test software entitlement management, contract tracking, and financial aspects within SAM Pro. • Verify the accuracy of software usage data and reporting capabilities. • Validate the end-to-end lifecycle of hardware assets (e.g., procurement, stockroom management, deployment, refresh, disposal) within HAM. • Ensure the accuracy and completeness of hardware asset data (e.g., serial numbers, models, locations, status). • Test custom workflows, reports, and integrations built upon the ServiceNow platform related to ITAM.

• Designing and implementing ITAM solutions using ServiceNow's SAM and HAM modules. • Collaborating with cross-functional teams to understand business requirements. • Architecting end-to-end ITAM solutions that align with organizational goals. • Designing and configuring ServiceNow SAM and HAM modules. • Providing technical guidance and support for ITAM implementation. • Conducting assessments of current ITAM processes and systems. • Staying updated on industry trends and ensuring compliance with standards. • Conducting training sessions on ITAM best practices. • Collaborating with vendors for licensing agreements and optimization. • Monitoring and evaluating ITAM solution performance for continuous improvement.