Role descriptionJob Title: ServiceNow Engagement Manager
Location: Santa Clara, CA (Remote)
Job Description:
- Guide the delivery team throughout the engagement frequently collaborating with a services partner
- Own and manage a single workstream
- Execute small to mediumsized projects ensuring alignment with leading best practices
- Coach mentor and manage Service partners and Associate Engagement Managers to achieve project deliverables and support the customers desired business outcomes
- Lead the delivery team throughout the engagement often in collaboration with a services partner
- Manage the engagement governance timeline scope risk change management resourcing reporting and financials
- Work with the Sales Account Team partner and customer to understand the customer and the engagement including challenges partners issues and value being delivered
- Understand the goals and align the deliverables accordingly
- Apply expertise from the Now Create methodology and prescriptive guidance to promote delivery of the engagement including longterm customer success
- Be the single contact to encourage collaboration and customer agreement on proposed solutions
- Mentor Customer Outcomes or Partner team members to achieve the engagements deliverables and promote the customers desired results
- Identify gaps between actuals and plan of record proposing solutions escalating as needed
Qualifications
- Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry
- 5 years progressive experience as part of a professional services organization or equivalent educationexperience
- Ability to travel up to 50
- Industry domain expertise in insert workflow
- Creativity with comfort running projects independently
- Experience driving complex issues through analysis and resolution
- Experience working collaboratively
- ServiceNow certifications in aligned workflow
- Applies AI tools to streamline workflows generate insights and support strategic initiatives under guidance
- Understands core AI concepts ethical considerations and platform capabilities and can explain their application in customer contexts with support
