Manager, ServiceNow

RoShay Services; Boston (MA); On-site; USD 120,000 - 160,000; Full time

Job summary

RoShay Services seeks an experienced ServiceNow Program Manager to lead client implementations from planning to post‑engagement support. You will guide multiple workstreams and mentor teams to deliver on time and within scope.

Responsibilities include stakeholder workshops, roadmap development, and hands-on guidance on ITSM, ITOM and IRM, while assuring cost controls and successful delivery across on‑shore and off‑shore groups.

Qualifications

• Minimum five years of experience managing large enterprise systems with emphasis on ServiceNow.
• Two or more ServiceNow implementations completed with current CSA and related certifications.
• Strong leadership, communication, and client engagement skills.

Responsibilities

• Lead and manage ServiceNow projects from planning through deployment and post-engagement support.
• Conduct client workshops to translate requirements into technical designs for ITSM/ITOM/IRM.
• Develop roadmaps with decision-makers and guide on-shore/off-shore teams in agile delivery.
• Provide mentoring on ServiceNow operations, upgrades, and development.
• Support business development and oversee engagement financials and costs.

Skills

ServiceNow project mgmt

ITSM ITOM IRM knowledge

Leadership

Client engagement

Agile delivery

Communication

Education

Bachelor’s degree or equivalent

Tools

CSA Certification

ServiceNow Admin

Job description

Role Overview: This position involves managing ServiceNow client implementations, leading multiple workstreams from planning to post-engagement support, and guiding teams to ensure successful delivery.

Key Responsibilities

• Lead and manage ServiceNow projects, including requirements design, development, testing, and deployment.
• Conduct client workshops to present best practices for ITSM, ITOM, or IRM, translating complex needs into technical requirements.
• Engage with decision-makers to develop project roadmaps aligned with organizational strategies.
• Provide guidance, training, and mentorship on ServiceNow operations, upgrades, and development.
• Manage on-shore and off-shore teams to deliver agile-based project components.
• Support business development activities such as proposals and client pursuits.
• Oversee engagement financials, ensuring compliance with cost management policies.

Qualifications & Skills

• Minimum five years of experience managing large enterprise systems, with at least three years focused on ServiceNow platform management, especially ITSM, ITOM, and IRM.
• Bachelor’s degree or equivalent work experience.
• Completion of at least two ServiceNow implementations and current certifications, including ServiceNow System Administration (CSA) and relevant specialty certifications.
• Experience leading agile teams and delivering complex projects.Strong communication, leadership, and client engagement skills.
• Ability to work independently and collaboratively in a dynamic environment.

Additional Information:

This role requires travel as needed. Candidates must be authorized to work in the U.S. without visa sponsorship. The position emphasizes integrity, professionalism, and a respectful work environment.