Engagement Manager (ServiceNow)

Role Summary: To play the lead role in planning, executing, monitoring, controlling, and closing projects. Delivering engagements on time, within the budget, and within expected profit margins while keeping external and internal stakeholders in the know and ensuring a high degree of satisfaction to the customer with CSAT ratings of 4.8+ Responsibilities: Creating clear and concise project plans to execute the project and monitor its progress, adjusting along the way as needed before the project reaches its final stages. Efficiently managing against contracts, controlling the project through minimizing uncertainty, setting realistic deadlines, and proactively managing scope creep, budgets, resources, and time. Maintaining effective communication, ensuring the customer is fully informed and up to date on key performance indicators including schedule, risks, issues, decisions, budgets, and change requests. Strong technical skills and a solid understanding of software development and ServiceNow. Proactively managing information, documenting critical discussions/meetings, analyzing data and documentation for inaccuracies. Identifying, evaluating, mitigating, and communicating potential risks before the project begins and throughout the engagement. Monitoring actuals against forecasts across progress, milestones, budgets, and performance, implementing immediate corrective measures where needed. Facilitating key stakeholder meetings, presenting comprehensive reports documenting status and key performance indicators, drafting change requests and project documentation. Managing and developing strong relationships and communication with the client and all stakeholders. Leading client engagements, driving process definition, re-engineering, improvement, and gap analysis of current/to-be processes during workshops. Working independently on engagements, providing holistic services across engagement management, advisory, consulting, and implementation. Collaborating effectively with local and remote teams to drive successful outcomes on time and within budget. Championing the Enable Way methodology, contributing to continual improvement and reviewing processes for successful customer engagements. Identifying opportunities and influencing clients to adopt Enable services including CASE, Rapid Seeds, and ServiceNow platform modules. Qualifications & Certifications: IT Degree or relevant tertiary education in Computer Science with a willingness to achieve ServiceNow certifications. ServiceNow Practitioner Technical Project Manager Path. ServiceNow Associate Technical Project Manager Path. Agile SAFe Certification. ITIL Foundation Certified. ServiceNow Fundamentals - Trained. ServiceNow sales & presales accreditation in 4+ Product lines. Enable Way People Leader Certified. Project Management Certification. Any other ServiceNow Certification in CSA. ServiceNow Professional Technical Project Manager Path. Skills Matrix: Experience in end-to-end Engagement management and successful delivery of small to medium-sized projects. Managing projects against contracts including invoicing, schedules, project change requests, and stakeholder conflict. Drafting and adjusting project schedules to meet scope and aggressive timelines. Leading customer workshops with acute attention to detail. Providing quality assurance across all customer content. Presenting and facilitating customer showcases that are carefully planned. 3+ years successful ServiceNow project delivery in multiple customer engagements. Some people leadership / coaching experience. General understanding of ServiceNow licensing. #J-18808-Ljbffr