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Position Details: ServiceNow Engagement Manager
| Location: | Boston, MA |
| Openings: | 1 |
Description:
Job Description
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
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