Join to apply for the ServiceNow Engagement Manager role at ECS. Overview

ECS is seeking a ServiceNow Engagement Manager to work remotely. The Engagement Manager is responsible for managing the successful deployment of the ServiceNow engagement, acting as the primary customer contact for services, handling issues, escalating as appropriate, providing status reporting to all stakeholders and maintaining high levels of customer satisfaction. The core values ECS looks for in an engagement manager are teamwork, respect, accountability, integrity, and leadership. Responsibilities and Duties

• Own the full lifecycle of the ServiceNow engagement process, from strategy and design to training and delivery; provide a full understanding of project health to leadership upon request.
• Collaborate with Sales to create project change requests (PCRs) and potential Statements of Work (SOWs).
• Lead a forward-looking team to ensure successful delivery; proactively identify and work with the client to implement and approve necessary changes to the project scope.
• Establish strong rapport with clients; keep internal and external stakeholders informed of progress on a consistent basis.
• Continuously improve the customer experience by aligning the value of the ServiceNow platform with client needs and objectives.
• Provide at least quarterly project team feedback through FRESNO.
• Understand team members' roles and responsibilities to ensure compliance.
• Schedule and present a monthly project management review to ECS leadership.
• Attend weekly Engagement Manager meetings and provide high-level updates according to the meeting agenda.
• Manage and maintain:
• Project scope: adhere to fully executed SOWs and PCRs (or approved contractual agreements).
• Risk and issues management: document, mitigate and communicate risks and issues in the ECS system (FRESNO).
• Financial management: maintain weekly updates in ECS systems for project costs and expenses; ensure invoicing, billing schedules and Hyperion are updated monthly.
• Resource management: ensure resource plans are reviewed and updated weekly in the ECS system (FRESNO) and the approved financial management spreadsheet.
• Communication management: create and maintain a project communication plan.
• Deliverable management: ensure deliverables are completed within the agreed period of performance.
• Project schedule: create and maintain a detailed project plan in the client's ServiceNow environment or Microsoft Project; align with the client monthly.
• Client relationship: weekly touchpoints with the client project manager or sponsor; maintain a high level of customer satisfaction.
• ServiceNow deployment registrations: ensure deployments are created and maintained with the ServiceNow Partner portal; long-term contracts should have a deployment record; O&M should have a minimum of yearly updates for all upgrades.
• Customer Success Story (CSS): ensure the CSS is submitted within the partner portal after client survey scores have been received from the deployment record.

Salary Range: $120,000 - $180,000 Required Skills

• U.S. citizen eligible to pass a federal government e-QIP background check.
• B.S. degree in Computer Science, Software Engineering, MIS or equivalent; M.S. preferred.
• 5+ years of relevant Engagement Management experience in a consulting environment.
• Proven track record of deploying SaaS-based or ITIL-related solutions in a client environment.
• ServiceNow Administrator Certification desired.
• ServiceNow Implementation Specialist Certification desired.
• ITIL v3 required.
• PMP certification desired.
• Possess a thorough understanding and working knowledge of the ServiceNow platform and project management methodologies.
• Experience with MSP and Domain Separation.
• Strong oral and written communication skills, with the ability to confidently present ideas and processes to stakeholders with varying levels of technological experience.
• Experience managing technical teams in complex, dynamic environments; collaborating with and managing teams in multiple countries is a plus.
• Performance-driven with strong analytical and organizational skills.
• Leading and facilitating meetings; running workshops and giving presentations.
• Verbal and written communication skills.
• Problem-solving and conflict resolution. Work Environment and Physical Requirements
• Primarily sedentary.
• Travel to client and company sites on a limited basis (driving or air).
• Frequent talking and listening to express and exchange ideas and convey important information to coworkers and customers.
• Close visual acuity to operate a computer terminal for 8+ hours a day. All Candidates Must Meet The Following Criteria
• Must be a U.S. citizen; no dual citizenship.
• Must be able to secure a Public Trust clearance.
• Must be able to work across multiple programs across the Federal and DOD space.

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, veteran status or any other status protected by applicable federal, state, or local jurisdiction law.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3800+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.

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