Leads client-facing implementations and drives successful delivery across ServiceNow ITOM / ITSM environments
Combines end-to-end engagement ownership with pre-sales support, including solutioning, scoping, and proposal development
Recommending and delivering solutions that meet customer needs
Prepare and execute workshops
Promote process standardization and efficiencies
Determine and document detailed requirements
Design process solutions
Provide advisory and Implementation services and solutions
Configuration of the platform and applications
Solution appropriately following ServiceNow Best Practices
Train, enable, and/or educate the client on the solution
Provide post go-live support
Use domain knowledge and understanding of ServiceNow to support customers

3–5 years of hands-on experience with the ServiceNow platform
Experience leading or guiding ServiceNow implementations using Agile methodologies
Strong experience with ITSM and ITOM
Experience delivering ServiceNow integrations with external systems
Foundational understanding of ServiceNow development concepts (e.g., scripting, configuration vs. customization, etc.)
Proven ability to manage stakeholders and drive accountability through project completion
Experience working within an Agile delivery model, including requirements gathering, development, and testing
Engagement management experience, including planning, reporting, delivery, and project closure
Strong consultative approach with the ability to communicate business process improvements clearly and effectively

ServiceNow Engagement Manager

Key skills