ServiceNow Engagement Manager

ClifyX; United States; On-site; USD 120,000 - 150,000; Full time

Job summary

A technology solutions company is seeking a ServiceNow Engagement Manager to oversee innovative transformation programs. This role requires managing end-to-end ServiceNow implementation projects and leading a talented team of architects. Ideal candidates will have over 10 years of IT project management experience, strong ServiceNow knowledge, and excellent leadership and communication skills. You will be pivotal in delivering top-quality solutions, ensuring adherence to best practices, and fostering collaborative team environments. This position offers a dynamic work environment with opportunities for career growth.

Qualifications

• 10+ years in IT project management with 6+ years in ServiceNow projects.
• Strong technical knowledge of ServiceNow platform capabilities.
• Strong understanding of ITIL frameworks.

Responsibilities

• Manage end-to-end ServiceNow implementation projects.
• Develop detailed project plans covering scope and budget.
• Act as liaison between clients, technical teams, and stakeholders.

Skills

IT project management

ServiceNow platform knowledge

Communication

Leadership

Agile methodologies

Reporting and dashboards creation

Education

PMP or Scrum Master certification

ServiceNow CSA certification

ITIL Knowledge

Job description

As a ServiceNow Engagement Manager, you will play a key role managing a talented group of Solution Architects and Platform Architects leading ServiceNow transformation programs. This team is responsible for driving best-in-class program management, and you will be instrumental in delivering some of the most innovative and cutting-edge technologies and products to market.

Key Responsibilities

• Manage end-to-end ServiceNow implementation projects, including planning, execution, and post-deployment support
• Develop detailed project plans covering scope, timelines, resource allocation, and budget
• Ensure adherence to ServiceNow best practices and ITIL frameworks
• Act as the primary liaison between clients, technical teams, and business stakeholders
• Provide regular status updates, dashboards, and executive-level reporting
• Identify project risks and implement mitigation strategies
• Handle escalations and ensure timely resolution of issues
• Lead cross-functional teams, foster collaboration, and drive continuous improvement
• Mentor junior project managers and ensure compliance with governance standards

Qualifications

• 10+ years in IT project management, with at least 6+ years in ServiceNow projects (ITSM, ITOM, HAM, SAM)
• ServiceNow CSA (Certified System Administrator) mandatory; CIS certifications preferred
• Strong technical knowledge and ability to create reporting and dashboards
• Strong understanding of ServiceNow platform capabilities and integrations
• Familiarity with Agile and Waterfall methodologies
• Excellent communication, leadership, and client relationship management
• Ability to manage multiple projects under tight deadlines

Required Qualifications

• PMP, Scrum Master, ServiceNow Certified System Administrator (CSA), or ServiceNow Certified Technical Architect (CTA) preferred
• ITIL Knowledge: Strong understanding and practical experience with ITIL frameworks, particularly Incident, Problem, Change Management, and Configuration Management, and the ability to map these processes to ServiceNow capabilities
• Project Management: Experience with agile methodologies and managing large-scale ServiceNow implementations
• Leadership and Communication: Strong leadership abilities with experience managing cross-functional teams, guiding developers, and liaising with stakeholders at all levels
• Excellent written and verbal communication skills

Preferred Qualifications

• Experience with ServiceNow Program Delivery
• ITIL Foundation certification is preferred
• Familiarity with cloud technologies (AWS, Azure) and their integration with ServiceNow
• Experience with DevOps and CI/CD pipelines for ServiceNow deployments
• Knowledge of automation tools and frameworks to drive operational efficiencies