ServiceNow Senior Engagement Manager

Healthtech Inc; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

Nordic is seeking a Senior Engagement Manager to lead client-facing engagements, deliver projects on time and within budget, and ensure high-quality outcomes. You will guide project plans, risk trackers, and communications while partnering with ServiceNow teams to develop new offerings and go-to-market strategies.

The role requires a strong background in project management, ServiceNow methodologies, and a proven ability to mentor teams, with travel up to 50%.

Qualifications

• Bachelor's degree required.
• Active ServiceNow Certified System Administrator Certification required.
• PMP Certification or at least 10 years of experience in full project life cycle planning, monitoring, controlling, and closing.

Responsibilities

• Provides excellent, professional client service at all times, tailoring consulting approach to the type of engagement and aligning services with the goals of the company.
• Lead projects with a goal of delivering on time, on budget, and with great outcomes.
• Monitor overarching project health; identify, mitigate, or escalates issues as needed.
• Develop and maintain detailed project plan, communication plan, and risk/decision trackers.
• Define, manage, and adhere to project scope.
• Use, update, and customize client and Nordic-provided tools throughout project life cycle.
• Develop Nordic ServiceNow deployment methodology, tools, templates, and collateral.
• Actively partner with other members of the ServiceNow team to create new offerings, services, and go-to-market strategies.
• Create polished project deliverables and communications.
• Present with confidence and well-polished demeanor; facilitate executive-level meetings.
• Manage meetings effectively; prepare agendas and goals, take notes, track follow ups.
• Produce regular status reports; perform project close, lessons learned, and knowledge transfer
• Coordinates activities with the ServiceNow Team: Executive Partners, Delivery Assurance Partners, Client Services Managers, SDMs, etc.
• Improve upon existing infrastructure, provide strong technical support, problem-solving and develop strategies to prevent future problems
• Work with PMO to interview and identify project team members, as needed
• Manage, coach, and mentor team, resolve conflicts, maintain positive team morale, and deliver direct and timely feedback based upon project work and performance
• Provide support to the PMO in keeping Nordic ERP content, project tools, standards and templates updated, organized, and in alignment with current best practices
• Assist with communicating best practices and PMO content to other project managers
• Participate in Discussion and Decision-Making regarding Project Standards, Quality Improvement and Change Management
• Advise internal team members to continually enhance processes and workflows to improve business operations, client experience, and operational efficiency
• Respond to client requests in a professional manner using established methods and escalation processes, and documenting and retaining records of all meetings and/or education sessions
• Work on projects that may be assigned on an ad hoc basis and may assist in other initiatives as necessary, directed, assigned, or requested

Skills

Project management

Leadership

Communication

Problem solving

Time management

Mentoring

Change management

Education

Bachelor's degree

ServiceNow Certified System Administrator

PMP certification

Job description

Make a difference. Be happy. Grow your career.

Key Responsibilities

The Senior Engagement Manager will have the following responsibilities, which include but are not limited to:

• Provides excellent, professional client service at all times, tailoring consulting approach to the type of engagement and aligning services with the goals of the company
• Lead projects with a goal of delivering on time, on budget, and with great outcomes
• Monitor overarching project health; identify, mitigate, or escalates issues as needed
• Develop and maintain detailed project plan, communication plan, and risk/decision trackers
• Define, manage, and adhere to project scope
• Use, update, and customize client and Nordic-provided tools throughout project life cycle
• Develop Nordic ServiceNow deployment methodology, tools, templates, and collateral
• Actively partner with other members of the ServiceNow team to create new offerings, services, and go-to-market strategies
• Create polished project deliverables and communications
• Present with confidence and well-polished demeanor; facilitate executive-level meetings
• Manage meetings effectively; prepare agendas and goals, take notes, track follow ups
• Produce regular status reports; perform project close, lessons learned, and knowledge transfer
• Coordinates activities with the ServiceNow Team: Executive Partners, Delivery Assurance Partners, Client Services Managers, SDMs, etc.
• Improve upon existing infrastructure, provide strong technical support, problem-solving and develop strategies to prevent future problems
• Work with PMO to interview and identify project team members, as needed
• Manage, coach, and mentor team, resolve conflicts, maintain positive team morale, and deliver direct and timely feedback based upon project work and performance
• Provide support to the PMO in keeping Nordic ERP content, project tools, standards and templates updated, organized, and in alignment with current best practices
• Assist with communicating best practices and PMO content to other project managers
• Participate in Discussion and Decision-Making regarding Project Standards, Quality Improvement and Change Management
• Advise internal team members to continually enhance processes and workflows to improve business operations, client experience, and operational efficiency
• Respond to client requests in a professional manner using established methods and escalation processes, and documenting and retaining records of all meetings and/or education sessions
• Work on projects that may be assigned on an ad hoc basis and may assist in other initiatives as necessary, directed, assigned, or requested

Skills and Experience

• Bachelors' degree required
• Minimum of 7 years of progressive, professional experience; professional services or consulting experience required
• Active ServiceNow Certified System Administrator Certification required
• Knowledge and experience with ServiceNow's methodologies and best practices required
• Prior experience implementing, training, or supporting ServiceNow SPM, ITSM, ITAM, or CMDB required
• Prior experience managing projects and project teams
• PMP Certification or at least 10 years of experience in full project life cycle planning, monitoring, controlling, and closing
• Excellent communication skills, written and verbal
• Able to balance urgent, short-term needs with strategic, long-term priorities
• Exhibits strength in relating to people, including the ability to deliver feedback and inspire and motivate others to succeed
• Strong attention to detail and ability to manage multiple priorities while meeting customer service commitments and project timelines
• Proven ability to work effectively with all levels of an organization, as well as with diverse candidates, consultants, and client bases
• Able to balance urgent, short-term needs with strategic, long-term priorities
• Ability to adapt quickly to changes in the work environment and to alter approach or method to successfully lead change; reacts well under pressure
• Proficient with Microsoft Office Suite, computers, email, correspondence, and spreadsheets
• Must demonstrate and embody Nordic's maxims

Additional Details

• Travel up to 50% of the time, or as practice and client needs dictate.
• #LI-KN1

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.

Healthcare organizations are challenged to deliver higher quality care at a lower cost. Our award-winning team provides consulting services focused on strategy, technology, and operations, as well as managed services, that result in a stronger business with better patient outcomes. Ranked as a best place to work by nine publications, Nordic's culture provides our home office and consultants a supportive environment in healthcare that allows you to make a difference, be happy, and grow your career.