ServiceNow Engagement Manager

387350 - ServiceNow Engagement Manager

Location- Boston, MA

As a ServiceNow Engagement Manager, you will play a key role managing a talented group of Solution Architects and Platform Architects leading ServiceNow transformation programs. This team is responsible for driving best-in-class program management, and you will be instrumental in delivering some of the most innovative and cutting-edge technologies and products to market.

Key Responsibilities

• Manage end-to-end ServiceNow implementation projects, including planning, execution, and post-deployment support
• Develop detailed project plans covering scope, timelines, resource allocation, and budget
• Ensure adherence to ServiceNow best practices and ITIL frameworks
• Act as the primary liaison between clients, technical teams, and business stakeholders
• Provide regular status updates, dashboards, and executive-level reporting
• Identify project risks and implement mitigation strategies
• Handle escalations and ensure timely resolution of issues
• Lead cross-functional teams, foster collaboration, and drive continuous improvement
• Mentor junior project managers and ensure compliance with governance standards

Qualifications

• 10+ years in IT project management, with at least 6+ years in ServiceNow projects (ITSM, ITOM, HAM, SAM)
• ServiceNow CSA (Certified System Administrator) mandatory; CIS certifications preferred
• Strong technical knowledge and ability to create reporting and dashboards
• Strong understanding of ServiceNow platform capabilities and integrations
• Familiarity with Agile and Waterfall methodologies
• Excellent communication, leadership, and client relationship management
• Ability to manage multiple projects under tight deadlines

Required Qualifications

• PMP, Scrum Master, ServiceNow Certified System Administrator (CSA), or ServiceNow Certified Technical Architect (CTA) preferred
• ITIL Knowledge: Strong understanding and practical experience with ITIL frameworks, particularly Incident, Problem, Change Management, and Configuration Management, and the ability to map these processes to ServiceNow capabilities
• Project Management: Experience with agile methodologies and managing large-scale ServiceNow implementations
• Leadership and Communication: Strong leadership abilities with experience managing cross-functional teams, guiding developers, and liaising with stakeholders at all levels
• Excellent written and verbal communication skills

Preferred Qualifications

• Experience with ServiceNow Program Delivery
• ITIL Foundation certification is preferred
• Familiarity with cloud technologies (AWS, Azure) and their integration with ServiceNow
• Experience with DevOps and CI/CD pipelines for ServiceNow deployments
• Knowledge of automation tools and frameworks to drive operational efficiencies