ServiceNow Senior Engagement Manager

Make a difference. Be happy. Grow your career.

Key Responsibilities

The Senior Engagement Manager will have the following responsibilities, which include but are not limited to:

Provides excellent, professional client service at all times, tailoring consulting approach to the type of engagement and aligning services with the goals of the company

Lead projects with a goal of delivering on time, on budget, and with great outcomes

Monitor overarching project health; identify, mitigate, or escalate issues as needed

Develop and maintain detailed project plan, communication plan, and risk/decision trackers

Define, manage, and adhere to project scope

Use, update, and customize client and Nordic-provided tools throughout project life cycle

Develop Nordic ServiceNow deployment methodology, tools, templates, and collateral

Actively partner with other members of the ServiceNow team to create new offerings, services, and go-to-market strategies

Create polished project deliverables and communications

Present with confidence and well-polished demeanor; facilitate executive-level meetings

Manage meetings effectively; prepare agendas and goals, take notes, track follow ups

Produce regular status reports; perform project close, lessons learned, and knowledge transfer

Coordinates activities with the ServiceNow Team: Executive Partners, Delivery Assurance Partners, Client Services Managers, SDMs, etc.

Improve upon existing infrastructure, provide strong technical support, problem-solving and develop strategies to prevent future problems

Work with PMO to interview and identify project team members, as needed

Manage, coach, and mentor team, resolve conflicts, maintain positive team morale, and deliver direct and timely feedback based upon project work and performance

Provide support to the PMO in keeping Nordic ERP content, project tools, standards and templates updated, organized, and in alignment with current best practices

Assist with communicating best practices and PMO content to other project managers

Participate in Discussion and Decision-Making regarding Project Standards, Quality Improvement and Change Management

Advise internal team members to continually enhance processes and workflows to improve business operations, client experience, and operational efficiency

Respond to client requests in a professional manner using established methods and escalation processes, and documenting and retaining records of all meetings and/or education sessions

Work on projects that may be assigned on an ad hoc basis and may assist in other initiatives as necessary, directed, assigned, or requested

Skills and Experience

Bachelors’ degree required

Minimum of 7 years of progressive, professional experience; professional services or consulting experience required

Active ServiceNow Certified System Administrator Certification required

Knowledge and experience with ServiceNow’s methodologies and best practices required

Prior experience implementing, training, or supporting ServiceNow SPM, ITSM, ITAM, or CMDB required

Prior experience managing projects and project teams

PMP Certification or at least 10 years of experience in full project life cycle planning, monitoring, controlling, and closing

Excellent communication skills, written and verbal

Able to balance urgent, short-term needs with strategic, long-term priorities

Exhibits strength in relating to people, including the ability to deliver feedback and inspire and motivate others to succeed

Strong attention to detail and ability to manage multiple priorities while meeting customer service commitments and project timelines

Proven ability to work effectively with all levels of an organization, as well as with diverse candidates, consultants, and client bases

Able to balance urgent, short-term needs with strategic, long-term priorities

Ability to adapt quickly to changes in the work environment and to alter approach or method to successfully lead change; reacts well under pressure

Proficient with Microsoft Office Suite, computers, email, correspondence, and spreadsheets

Must demonstrate and embody Nordic’s maxims

Additional Details

Travel up to 50% of the time, or as practice and client needs dictate.

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Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.