Senior ServiceNow Engagement Manager

Engagement ManagerBeyond20 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 Senior 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 Senior 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 Senior 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 Senior 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 trackingDevelop detailed program/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 constraintsGuide IT technical resources in the development of technical requirements and solutionsDemonstrate strong decision making based on data and business benefit to help guide customers and project teamsAct as the single point of contact between clients and Beyond20 throughout the duration of the project communicating with clients in a timely and professional mannerEnsure the delivery of IT solutions and services that provide the highest value and qualityAbility to manage multiple, large-scale, complex project work plans and workstreams, revising them as appropriate to meet changing needs and requirementsAccountable for the scope of each engagement, using sound judgement to allow for slight deviations and following the change management process as needed with customer involvementResponsible for resource scheduling, project burndown and performance management of all resources assigned to the engagementEnsure that services and deliverables meet Beyond20 quality standards while adhering to financial and budget requirements of the clientEnsure that financial and schedule commitments are documented and communicated to stakeholders and the project teamComplete weekly status reportsFacilitate regular project status meetings and key stakeholder reviewsHandle issues and risks to minimize exposure and risk on project; escalate as neededProvide leadership to diagnose and overcome barriers to team/project progressManage day-to-day operational aspects of the project and scope. Responsible for Scrum rituals: Planning, Standups, review, retrospective, etc.Other duties may include:Taking on leadership responsibilities for the benefit of peers and management, such as program development, meeting coordination, training, and mentoringAssist with proposal writing, respond to RFPs and RFQs as neededAssist with operational / administrative activities as neededAbility to work independently and meet deadlines with minimum supervisionRequired Qualifications:11+ years' experience as an IT Program Manager and/or Engagement ManagerServiceNow Certified System AdministratorPMP certificationExcellent communication, presentation, and writing skillsExcellent business acumen and the ability to communicate in a timely and professional manner with individuals at all levels of organizationsComfortable presenting solutions to large audiences and senior executives in person, virtual, and via webinarsThrives 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 doneDemonstrated ability to make technical concepts understood by non-technical peopleAbility to multi-task and to establish and follow prioritiesPreferred Qualifications:Experience as a Project Manager and/or Engagement Manager working in ServiceNowKnowledge of the ITIL Framework and Agile/Scrum methodology is a plusITIL V3 Foundation or ITIL 4 certification a plusFour-year college degree