ServiceNow Engagement Manager

Join our dynamic team at RSM, a leader in professional services for the middle market. We thrive on instilling confidence in a world of change and empower our clients and our people to achieve their full potential. Here, you'll find a culture that's inclusive and supportive, encouraging both personal and professional growth.

We are looking for a ServiceNow Engagement Manager to lead and drive client engagements, providing hands-on expertise in ServiceNow implementations. This temporary role focuses on delivering impactful solutions while fostering client relationships and overseeing team activities.

Key Responsibilities:

Conduct client discovery workshops to uncover business challenges and translate them into effective ServiceNow solutions.Take ownership of the functional design and implementation of ServiceNow modules such as ITSM, ITOM, CSM, and HRSD based on client requirements.Define the solution architecture, functional requirements, and configuration strategies, ensuring alignment with best practices.Document current-process workflows and design future-state processes utilizing ServiceNow's capabilities.Oversee the configuration of applications, workflows, and integrations within ServiceNow, maintaining high standards for quality and accuracy.Collaborate with cross-functional teams, including developers and project managers, to ensure seamless project delivery.Advise clients on platform governance, process improvements, and maximizing the use of ServiceNow features.Lead testing initiatives, including strategy and execution oversight, ensuring thorough defect resolution.Create and present client deliverables, including documentation, training materials, and status updates.Build and sustain strong client relationships while ensuring high-quality outcomes.Mentor and guide junior team members throughout the engagement.Assist in practice and business development, including the development of proposals and solution scopes.Qualifications:

5+ years of hands-on experience with the ServiceNow platform in a consulting environment.Experience managing ServiceNow implementations across multiple modules.Strong understanding of ServiceNow capabilities, including configuration and workflow design.5+ years of client-facing consulting experience with proven skills in stakeholder management.Knowledge of ITIL/ITSM processes and enterprise service management.Ability to translate complex business needs into functional and technical specifications.Experience leading teams within Agile environments.Excellent analytical, problem-solving, and communication skills.Preferred Qualifications:

ServiceNow Certified System Administrator (CSA) is strongly preferred.Additional ServiceNow certifications (e.g., CIS or CAD) are a plus.ITIL Foundation Certification or higher.Experience with API integrations and middleware tools.Familiarity with governance models or multi-instance environments in ServiceNow.Exposure to frameworks such as DevOps or Lean.Experience with ServiceNow Flow Designer, analytics, or automation capabilities.RSM offers competitive compensation and benefits designed to help you thrive both professionally and personally. We maintain a flexible work environment that allows you to balance life’s demands while serving our clients effectively.

RSM is committed to an inclusive workplace and encourages applications from all qualified individuals while ensuring equal opportunity in hiring practices.

RSM does not sponsor employment visas for this role and seeks experienced applicants only.