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ServiceNow Engagement Managerat CDW Careers

Job ID: 
Focus Area: 
Project Management
Post Date: 
Sep 30, 2021
Seattle, Washington
Employment Type: 

As  a  member  of  our Delivery  Services  organization,  The Engagement  Manager is  primarily  responsible  for managing  the  successful  deployment  of  ServiceNow  solutions  to  a  customer,  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 and project profitability.

Key Areas of Responsibility

  • Own Professional Services delivery to a customer
  • Understand the customer business including the business issues and problems being resolved by the Professional Services engagement
  • Single point of contact for a customer for ServiceNow engagement and provides a conduit to other ServiceNow teams as required
  • Drive and manage project risks, including identification, analysis and communication, monitoring and control while increasing the probability of positive outcome.
  • Manage project team work-area/backlog
  • Uses consultative skills and understanding of technology to explain how ServiceNow addresses requirements and objectives
  • Plan and deliver project kick-off meetings.
  • Facilitate Examine (requirements gathering) workshops to translate business requirements to tangible configuration in ServiceNow (Stories)
  • Scrum Master for Sprint cycle during deployment
  • Hold regular project review calls / meetings with customers
  • Project status reporting for stakeholders
  • Forecast and plan for resourcing needs
  • Identify up sell opportunities and engage Sales & Pre-Sales teams
  • Validation and tracking of value delivered by ServiceNow solution
  • Responsible for customer satisfaction throughout the engagement cycle
  • Contribute to the continual improvement of Delivery Services processes as well as the maturing of the different portfolios, capabilities, expertise, and best practices in consideration of customer needs and requirements
  • Ensure all time is recorded accurately and keep calendar up-to-date with scheduled activities
  • Other duties and responsibilities as assigned

Education and/or Experience Qualifications

  • 5+ years of software project management experience.

Required Qualifications

  • Strong communication skills (both written and verbal) with strong presentation and facilitation skills
  • Ability to set appropriate expectations with the customer
  • Knowledge of ITIL
  • Power User comfort level with ServiceNow as a daily tool
  • Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving governance, program/project management, business process and/or technical problems
  • Program definition  and    Managing  multiple  projects  and  initiatives  in large  customer accounts
  • Demonstrated interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
  • Proven team player and team builder
  • Active listening  skills,  respecting  others'  point  of  view  and  take  ownership  of  contributing the  required input while demonstrating strong communication skills (written, interpersonal, and presentational)
  • Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing assistance in solving business processes and relay that in English and not just IT jargon
  • Ownership, accountability, and attention to detail in all work efforts
  • Maturity, professionalism, and judgment; ability to excel with minimum supervision
  • Commitment to customer satisfaction and supports our brand promise and guarantee to always “make it right”
  • Ability to travel 25% of the time

Preferred Qualifications

  • Degree or  equivalent,  preferably  in  Business  Management  or  Information  Technology,  and  proven background in consulting and project management
  • Certified Scrum Master or PMP certification preferred
  • ITIL Certified
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