Senior ServiceNow Engagement Manager

Job Description

Job Description

Salary :

Beyond20 is seeking an experienced Engagement Manager to join our growing training and consulting practice. This position will report to the Director of Client Engagement but will work with a significant degree of autonomy, exercising discretion and independent judgment with respect to matters of significance.

The qualified candidate will have extensive experience managing multiple, concurrent deployment projects primarily focused on ServiceNow within the commercial and / or Federal sectors. The Senior Engagement Manager will manage large-scale to mid-scale projects and execute deliverables according to the agreed-upon project contract.

While maintaining a high level of customer satisfaction, the Senior Engagement Manager is accountable for aspects of development and implementation of assigned projects and serves as a single point of contact for those projects.

The Senior Engagement Manager will be responsible for managing upgrades, enhancements, process improvements, reporting, issues resolution, and client relations for various ServiceNow projects and initiatives. Experience working with and implementing ITIL based processes is a plus.

A successful individual will have the ability to think strategically, act tactically, write effectively, and display strong analytical and critical thinking skills. The candidate must also be able to build and manage strong, cross-functional teams and demonstrate exceptional organizational skills and attention to detail.

The Senior Engagement Manager will interface with customers and other members of the Beyond20 team to transform customer requirements into fully functional solutions based on the Microsoft Project Server, SharePoint, ServiceNow, and / or Cherwell Service Management platforms. Project tasks may include building dashboards, customized workflows for processes and procedures, customizing user interfaces, and interfacing with existing customer data sources and tools.

Essential Duties and Responsibilities :

• Apply consistency and best practices throughproject initiation, planning, execution andclosing phases, promoting outcomesand benefit tracking
• Develop detailed program / project executionplan,and manage all implementationprocesses including project financials,progress tracking, metrics, monitoring changecontrol process, testing, release to productionand delivery within budgetconstraints
• Guide IT technical resources in the development of technical requirements and solutions
• Demonstrate strong decision making based on data and business benefit to help guide customers and project teams
• Act as the single point of contact between clients and Beyond20 throughout the duration of the project communicating with clients in a timely and professional manner
• Ensure the delivery of IT solutions and services that provide the highest value and quality
• Ability to manage multiple, large-scale, complex project work plans and workstreams, revising them as appropriate to meet changing needs and requirements
• Accountable for the scope of each engagement, using sound judgement to allow for slight deviations and following the change management process as needed with customer involvement
• Responsible for resource scheduling, project burndown and performance management of all resources assigned to the engagement
• Ensure that services and deliverables meet Beyond20 quality standards while adhering to financial and budget requirements of the client
• Ensure that financial and schedule commitments are documented and communicated to stakeholders and the project team
• Complete weekly status reports
• Facilitate regular project status meetings and key stakeholder reviews
• Handle issues and risks to minimize exposure and risk on project; escalate as needed
• Provide leadership to diagnose and overcome barriers to team / project progress
• Manage day-to-day operational aspects of the project and scope. Responsible forScrum rituals : Planning, Standups, review, retrospective, etc.

Other duties may include :

Required Qualifications :

Preferred Qualifications :