Job Title: ServiceNow Implementation - Engagement Lead
Job Location: Houston, TX
Job duration: Long term
Job Description: Engagement Lead ServiceNow Implementation (with Scrum Master Responsibilities)
Position Overview
The Engagement Lead for ServiceNow Implementation is responsible for driving end-to-end program delivery, stakeholder engagement, and overall success of ServiceNow projects. This role combines leadership in customer engagement with hands-on Agile/Scrum delivery management. The Engagement Lead will work closely with customers, technical teams, ServiceNow architects, and business stakeholders to ensure projects meet scope, budget, timeline, and quality expectations.
Key Responsibilities
Engagement & Delivery Leadership
- Serve as the primary point of contact for clients throughout the ServiceNow implementation lifecycle.
- Define project scope, goals, success criteria, and roadmap in collaboration with stakeholders.
- Oversee the planning and execution of multiple ServiceNow workstreams (ITSM, ITOM, HRSD, CSM, etc.).
- Manage risks, issues, dependencies, and change requests with a clear mitigation approach.
- Drive governance activities, including steering committee meetings, status reporting, and KPI tracking.
Scrum Master Responsibilities
- Facilitate Agile ceremonies: daily stand-ups, sprint planning, refinement, sprint reviews, and retrospectives.
- Remove team impediments, enabling smooth and efficient sprint execution.
- Coach teams on Agile/Scrum practices to enhance performance and delivery predictability.
- Maintain the product backlog with the Product Owner and ensure backlog items are well-defined.
- Track and report sprint metrics (velocity, burndown, team capacity).
ServiceNow Platform Oversight
- Coordinate with ServiceNow architects, developers, testers, and admins on solution design and implementation.
- Review design documents, configurations, and test results to ensure platform quality and compliance.
- Support platform governance, release planning, and integration design discussions.
Required Skills & Qualifications
- 7+ years of IT project management or engagement leadership experience, preferably in consulting.
- 3+ years of experience leading ServiceNow implementations across multiple modules.
- Certified Scrum Master (CSM), PMI-ACP, or equivalent Agile certification.
- Strong understanding of ServiceNow platform capabilities, architecture, and implementation best practices.
- Proven ability to manage enterprise-scale programs and cross-functional delivery teams.
- Excellent communication, facilitation, and stakeholder-management skills.
- Strong problem-solving, conflict-resolution, and decision-making capabilities.
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