ServiceNow Engagement Manager

Job Description

ECS is seeking a ServiceNow Engagement Manager to work remotely .

The Engagement Manager is responsible for managing the successful deployment of the ServiceNow engagement, acting as the primary customer contact for services, handling any issues arising, escalating as appropriate, providing status reporting to all stakeholders and maintaining high levels of customer satisfaction.



The core values that ECS looks for in an engagement manager include: Teamwork,Respect,Accountability,Integrity, andLeadership.



Responsibilities and Duties

• Own the full life cycle of the ServiceNow engagement process, from strategy and design to training and delivery. The EM should be able to provide a full understanding of the project health to leadership upon request.
• Collaborate with Sales to create project change requests (PCRs) and potential subsequent Statements of Work (SOWs).
• Lead a group of forward-thinking visionaries to ensure successful delivery of the project, proactively identifying and work with the client to implement and approve necessary changes to the scope of the project.
• Establish strong rapport with clients, keeping both internal and external stakeholders informed of progress on a consistent basis .
• Continuously improve the customer experience by connecting the value and benefit of the ServiceNow platform to client needs and objectives.
• Provide at minimum quarterly project team feedback through FRESNO.
• Understand the team members roles and responsibilities to ensure compliance.
• Schedule and present a monthly project management review to ECS leadership.
• Attend weekly Engagement Manager meeting and provide high level updates based on meeting agenda.
• Manage and maintain:
  • Project scope - Responsible to adhere to the fully executed SOWs and PCRs or approved contractual agreements.
  • Risk and issues management - Document, mitigate and communication of risks and issues in the approved ECS system (FRESNO).
  • Financial management - Responsible for maintaining weekly updates in the approved ECS systems for project costs and expenses, ensuring invoicing, billing schedules and Hyperion are updated monthly.
  • Resource management - Ensure all resource plans are reviewed and updated weekly in the approved ECS system (FRESNO) and the approved financial management spreadsheet.
  • Communication management - Create and maintain a project communication plan.
  • Deliverable management - Ensure all deliverables are managed and completed within the agreed upon period of performance.
  • Project schedule - Create and maintain a detailed project plan either within the clients ServiceNow environment or Microsoft Project plan. This is to be reviewed and align with the client on a monthly basis .
  • Client relationship - Weekly touch point with the client project manager or sponsor, building rapport and ensuring high level of customer satisfaction.
  • ServiceNow deployment registrations - Ensure all deployments are created and maintained with the ServiceNow Partner portal. Long term contracts should have a deployment record for all major releases, O&M should have a minimum of yearly and for all upgrades.
  • Customer Success Story(CSS) - Ensure the CSS is submitted within the partner portal once client survey scores have been received from the completed deployment record.

Salary Range: $120,000 - $180,000

General Description of Benefits

Required Skills

• B.S. degree in Computer Science, Software Engineering, MIS or equivalent; M.S.
• 5+ years of relevant Engagement Management experience in a consulting environment.
• Proven track record of success in deploying SaaS-based or ITIL -related solutions in a client environment.
• ServiceNow Administrator Certification desired.
• ServiceNow Implementation Specialist Certification desired.
• ITIL v3 required.
• PMP certification desired.
• Possess a thorough understanding and working knowledge of the ServiceNow platform and project management methodologies.
• Experience with both MSP and Domain Separation.
• Strong oral and written communication skills, with the ability to confidently present ideas and processes to stakeholders with varying levels of technological experience.
• Experience managing technical teams in complex, dynamic environments; collaborating with and managing teams in multiple countries a plus.
• Performance-driven with strong analytical and organizational skills.
• Leading and facilitating meetings.
• Running workshops and giving presentations.
• Verbal and written communication skills.
• Problem-solving and conflict resolution.

Work Environment and Physical Requirements

• This is primarily a sedentary position.
• Driving or airline travel to client and company sites is required on a limited basis.
• Frequent talking and hearing is required to express and exchange ideas and convey detailed and important ideas to coworkers and customers.
• Close visual acuity is required to perform viewing a computer terminal for 8 or more hours a day.

All candidates must meet the following criteria:

• Must be able to secure a Public trust clearance.
• Must be able to work across multiple programs across the Federal and DOD space.

The core values that ECS looks for in an engagement manager include: Teamwork,Respect,Accountability,Integrity, andLeadership.

Desired Skills

• Multiple ServiceNow Certifications such as Certified System Administrator, Certified Implementation Specialist and other appropriate credentials.
• Project Management Professional (PMP) and Scrum Master training preferred.

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ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3800+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.