ServiceNow Engagement Manager - Military veterans preferred

Beyond20 is seeking an experienced Engagement Manager to join our growing training and consulting practice. This position will report to the

Director of Client Engagement

but will work with a significant degree of autonomy, exercising discretion and independent judgment with respect to matters of significance.

The qualified candidate will have extensive experience managing multiple, concurrent deployment projects primarily focused on ServiceNow within the commercial and/or Federal sectors. The Engagement Manager will manage large-scale to mid-scale projects and execute deliverables according to the agreed-upon project contract.

While

maintaining

a high level

of customer satisfaction, the Engagement Manager is accountable for aspects of development and implementation of assigned projects and serves as a single point of contact for those projects.

The

Engagement Manager will

be responsible for

managing upgrades, enhancements, process improvements, reporting, issues resolution, and client relations for various ServiceNow projects and initiatives. Experience working with and implementing ITIL based processes is a plus.

A successful individual will have the ability to think strategically, act tactically, write effectively, and display strong analytical and critical thinking skills.

The candidate must also be able to build and manage strong, cross-functional teams and

demonstrate

exceptional organizational skills and attention to detail.

The

Engagement Manager will

interface

with customers and other members of the Beyond20 team to transform customer requirements into fully functional solutions based on the Microsoft Project Server, SharePoint, ServiceNow, and/or Cherwell Service Management platforms. Project tasks may include building dashboards, customized workflows for processes and procedures, customizing user interfaces, and interfacing with existing customer data sources and tools.

Essential Duties and Responsibilities:

Apply consistency and best practices through?project initiation, planning, execution and?closing phases, promoting outcomes?and benefit tracking

Develop detailed

project execution?plan,?and manage all implementation?processes including project financials,?progress tracking, metrics,

monitoring

change?control process, testing, release to production?and delivery within budget?constraints

Guide IT technical resources in the development of technical requirements and solutions

Demonstrate strong decision making based on data and business benefit to help guide customers and project teams

Act as the single point of contact between clients and Beyond20 throughout the duration of the project communicating with clients in

a timely

and professional manner

Ensure the delivery of IT solutions and services that

provide

the highest value and quality

Ability to manage multiple,

project work plans, revising them as

appropriate to

meet changing needs and requirements

Maintain

accurate and timely

reporting of the project schedules and status (

relative

to time, cost, budget, and scope)

Accountable for the scope of each engagement, using sound judgement to allow for slight deviations and following the change management process as needed with customer involvement

Responsible for resource scheduling, project burndown and performance management of all resources assigned to the engagement

Ensure that services and deliverables meet Beyond20 quality standards while adhering to financial and budget requirements of the client

Ensure that financial and schedule commitments are documented and communicated to stakeholders and the project team

Complete weekly status reports

Facilitate regular

project status meetings and key stakeholder reviews

Handle issues and risks to minimize exposure and risk on project; escalate as needed

Provide

leadership to diagnose and overcome barriers to team/project progress

Execute implementation plan and monitor progress, perform project reviews

Manage day-to-day operational aspects of the project and scope. Responsible for?Scrum rituals:?Planning, Standups, review, retrospective, etc.

Other duties may include:

Assist

with proposal writing, respond to RFPs and RFQs as needed

Assist

with operational / administrative activities as needed

Ability to work independently and meet deadlines with minimum supervision

Required Qualifications:

6+ years’ experience as an IT Project

Manager and/or Engagement Manager

PMP certification

Prior history working with the ServiceNow platform

Excellent communication, presentation, and writing skills

Excellent business acumen and the ability to communicate in

a timely

and professional manner with individuals at all levels of organizations

Comfortable presenting solutions to large audiences and senior executives in person, virtual, and via webinars

Must be organized and able to

utilize

time accordingly

Thrives

in ambiguity with

proven

track record

of troubleshooting and

problem solving

skills. Demonstrated conflict/resolution management, active listening, and interpersonal skills

required

.

Experience with hands-on IT project management. Experience guiding teams and overcoming?project hurdles/obstacles.

Leads from the front with a willingness to take on tasks that sometimes would fall outside of their scope

in order to

get the job done

Demonstrated ability to make technical concepts understood by non-technical people

Ability to multi-task and to

establish

and follow priorities

Proficient in MS Office Suite

Preferred Qualifications:

Experience as a Project Manager and/or Engagement Manager working in ServiceNow

Familiarity with SaaS and Cloud technologies

Knowledge of the ITIL Framework and Agile/Scrum

methodology

is a plus

Experience with Jira

ITIL V3 Foundation or ITIL 4 certification a plus

Four-year college degree

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