ServiceNow Engagement Manager

The Whole Group was purposely built to make deploying and getting value from modern SaaS products easier. Our history is rooted in building elegant and rich user, customer, and partner experiences, and building product extensions that drive and improve complex, data-dependent workflows including Sales, Service, Supply Chain & Finance. Our approach is simple – hire the best people and partner tightly with the best Platform and Product teams to design the fastest and most assured models to deliver measurable change, value, and business transformation to forward-thinking brands and organizations. 

Our Cosmos deployment framework, optimized for ServiceNow, is highly composable to assure fast deployment, rapid time to value, low technical debt, and a clear path to leveraging future Product features. The result is great user journeys, with data-driven insights and actions to get users quickly adopting and seeing real value from the Now Platform.

Our mission is to build a diverse and skilled workforce with ServiceNow, developing business domain expertise ready to shape how we work in the future. Our partnership with University and State leaders fuels this purpose-driven RiseUp collaboration. We are a people-first organization striving to simply be a company that people want to be part of. 

The Whole Group knows that a diverse team is a more effective team. The description of this role includes a lot of industry jargon and several different attributes we’re looking for; you may not have them all or understand every piece of the terminology, that’s Ok, apply anyhow!

Responsibilities

The ServiceNow Engagement Manager will utilize your Project Management expertise and experience to develop and deploy solutions utilizing the ServiceNow platform. You will work as part of a collaborative team leading, mentoring and ensuring development efforts are well documented and delivered with quality. The ServiceNow Engagement manager is an experienced subject matter expert who focuses on development and delivery of value-added Enterprise solutions leading teams to meet the needs of clients and partners within the constraints of an initiative’s scope, schedule and budget while carefully managing expectations and communications with all varieties of stakeholders. 

• Responsible for the overall delivery of Professional Services engagements including the project management, financial reporting, client communication, and operational control.
• Work with Business and Technology stakeholders to assess current state processes and tools, define ServiceNow requirements, and develop/evolve the ServiceNow platform.
• Conduct planning workshops for ServiceNow platform and applications to define and prioritize the project goals, objectives, roles, responsibilities, sprints, story backlog, task/task ownership, key milestones, configuration process, test strategy, user acceptance testing, training, communications, risk management, and release to production rules of engagement.
• Facilitate multiple facets of project management, including communications, project planning, implementation consulting, tracking the statement of work, resource allocation, escalation management, while acting as a single point of contact for the ServiceNow implementation project.
• Architect technical implementations of IT and business processes, organize and prioritize development efforts, and interface with vendors and management.
• Manage project constraints (i.e., scope, schedule, budget) and project risks, issues, decisions, action items, and changes (i.e., RIDAC) as needed for project success.
• Record and maintain meeting minutes, risks, issues and action items.
• Schedule and facilitate meetings for project kick-off, planning, assessments, design, status, testing, training, and operational support.
• Manage and lead the project team and ensure expectations are clear and project tasks are completed within scope, schedule and quality.
• Liaison between project teams, client leadership, teaming partners, and customer stakeholders to promote proactivity, collaboration, and innovative thinking.
• Manage and maintain contract and quality management deliverables.
• Perform delivery oversight of professional services staff to ensure timely and high-quality delivery of implementation projects and programs.
• Utilize the Agile/Scrum methodology utilizing project collaboration tools including and ServiceNow PPM.

Experience

• 5+ years complex project leadership, managing financial, resourcing, communications, business, and technical aspects of IT system implementation consulting.
• 3+ years of experience implementing ServiceNow processes and solutions.
• Business skills needed for customer engagement including strong oral and written communication, presentation creation/delivery, and professional conduct and appearance.
• Strong track record of building trusting relationships with partners, clients, and teams.
• Exceptional project management skills, including the ability to effectively deploy resources and manage multiple projects of diverse scopes in a cross-functional environment. 
• Conducted multiple planning workshops for ServiceNow platform and applications to define and prioritize the project goals, objectives, roles, responsibilities, sprints, story backlog, task/task ownership, key milestones, configuration process, test strategy, user acceptance testing, training, communications, risk management, and release to production rules of engagement.
• Experience leading teams through Agile, Scrum, and SDLC including Requirements Analysis, Design, Installation, Development, Testing (application code and user acceptance), and Deployment.
• Knowledgeable on ServiceNow implementation best practices and procedures.
• Strong understanding of ServiceNow applications and modules, understanding the business context and how to translate business and functional requirements into a sustainable ServiceNow solution.
• Ability to communicate key technical, functional, and business information.
• Demonstrated ability to own and resolve complex project issues.
• Excellent verbal and written communication skills to create and present documentation or proposals for projects/tasks.
• Ability to learn new systems or processes quickly to communicate stakeholder needs and drive towards solution development.
• Good understanding of ServiceNow architecture concepts.
• Proven experience with key technologies relevant to the ServiceNow integrations and security framework.
• Strong analytical skills, communication, and presentation skills.
• Ability to manage platform team, managed service providers, and stakeholders.
• Have the drive and determination to learn and continuously share your knowledge with others.
• Comfortable working with senior client leadership and managing stakeholder engagement for high-visibility projects.
• Prior experience mentoring and providing team leadership.
• Certified ServiceNow Implementation Specialist (CIS) in one module and/or Certified System Administrator (CSA).
• PMI PMP Certification preferred.
• Agile certification such as Certified Scrum Master or similar preferred.
• Experience in organizational transformation and/or advisory consulting preferred.