ServiceNow Engagement Manager Job at ClifyX, Boston, MA

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  • ClifyX
  • Boston, MA

Job Description

As a ServiceNow Engagement Manager, you will play a key role managing a talented group of Solution Architects and Platform Architects leading ServiceNow transformation programs. This team is responsible for driving best-in-class program management, and you will be instrumental in delivering some of the most innovative and cutting-edge technologies and products to market.

Key Responsibilities

  • Manage end-to-end ServiceNow implementation projects, including planning, execution, and post-deployment support
  • Develop detailed project plans covering scope, timelines, resource allocation, and budget
  • Ensure adherence to ServiceNow best practices and ITIL frameworks
  • Act as the primary liaison between clients, technical teams, and business stakeholders
  • Provide regular status updates, dashboards, and executive-level reporting
  • Identify project risks and implement mitigation strategies
  • Handle escalations and ensure timely resolution of issues
  • Lead cross-functional teams, foster collaboration, and drive continuous improvement
  • Mentor junior project managers and ensure compliance with governance standards

Qualifications

  • 10+ years in IT project management, with at least 6+ years in ServiceNow projects (ITSM, ITOM, HAM, SAM)
  • ServiceNow CSA (Certified System Administrator) mandatory; CIS certifications preferred
  • Strong technical knowledge and ability to create reporting and dashboards
  • Strong understanding of ServiceNow platform capabilities and integrations
  • Familiarity with Agile and Waterfall methodologies
  • Excellent communication, leadership, and client relationship management
  • Ability to manage multiple projects under tight deadlines

Required Qualifications

  • PMP, Scrum Master, ServiceNow Certified System Administrator (CSA), or ServiceNow Certified Technical Architect (CTA) preferred
  • ITIL Knowledge: Strong understanding and practical experience with ITIL frameworks, particularly Incident, Problem, Change Management, and Configuration Management, and the ability to map these processes to ServiceNow capabilities
  • Project Management: Experience with agile methodologies and managing large-scale ServiceNow implementations
  • Leadership and Communication: Strong leadership abilities with experience managing cross-functional teams, guiding developers, and liaising with stakeholders at all levels
  • Excellent written and verbal communication skills

Preferred Qualifications

  • Experience with ServiceNow Program Delivery
  • ITIL Foundation certification is preferred
  • Familiarity with cloud technologies (AWS, Azure) and their integration with ServiceNow
  • Experience with DevOps and CI/CD pipelines for ServiceNow deployments
  • Knowledge of automation tools and frameworks to drive operational efficiencies

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