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ServiceNow Engagement Manager

Position: ServiceNow Engagement Manager

Position Location:  Fayetteville, NC (FBNC is about 45 minutes from Raleigh NC)

Clearance Required: Secret Clearance

SOFTACT Solutions seeks a proven Engagement Manager / Project Manager with ServiceNow implementation experience. The ServiceNow Engagement Manager is responsible for managing the successful deployment of the ServiceNow platform, acting as the primary customer contact for services, handling any issues arising, escalating as appropriate, providing status reporting to all stakeholders and maintaining high levels of customer satisfaction. The core values that SOFTACT Solutions looks for in an engagement manager include: Integrity, Mission Focus, Passion, Persistence, and Responsiveness.

Responsibilities / Duties:

  • Own the full life cycle of the ServiceNow platform implementation process, from strategy and design to training and delivery
  • Collaborate with Sales to create the Statements of Work (SOWs)
  • Lead a group of forward-thinking visionaries to ensure successful delivery of the project, proactively identifying and implementing necessary changes to the scope of the project as needed
  • Establish strong rapport with clients, keeping both internal and external stakeholders informed of progress on a consistent basis
  • Continuously improve the customer experience by connecting the value and benefit of the ServiceNow platform to client needs and objectives

Required Skills:

  • Possess a thorough understanding and working knowledge of the ServiceNow platform and project management methodologies.
  • Strong oral and written communication skills, with the ability to confidently present ideas and processes to stakeholders with varying levels of technological experience
  • Experience managing technical teams in complex, dynamic environments; collaborating with and managing teams in multiple countries a plus
  • Performance driven with strong analytical and organizational skills
  • Leading and facilitating meetings
  • Running workshops and giving presentations

Education / Certification Requirements:

  • 5+ years of relevant Engagement Management experience in a consulting environment
  • ServiceNow Implementation Specialist Certification required
  • Proven track record of success in deploying ITIL®-related solutions in a client environment
  • ServiceNow Administrator Certification desired
  • ITIL® v3 required
  • PMP certification desired