CTG ServiceNow Engagement Manager in Durham, North Carolina
ServiceNow Engagement Manager
Mar 28, 2022Post Date
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CTG is seeing a senior ServiceNow Engagement Manager to deliver successful outcomes for ServiceNow clients, overseeing delivery and managing projects from pre-sales through completion as the project’s primary customer contact.
Position: Full time
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
Key liaison between the client, as well as CTG’s Sales and Delivery leadership, throughout the project lifecycle.
Demonstrates ServiceNow platform expertise while leading business process definition, re-engineering, improvement, and gap analysis of current and desired processes during workshops with key sponsors and stakeholders.
Executes process workshops with our clients; designs and documents “as is” and ‘”to be” process flow diagrams.
Performs the functions of a business process consultant during the discovery and design phase of the project, and documents client requirements in agile story format.
Operates as the Scrum Master during the agile development sprints.
Operates as the Test Lead for unit, system and integration testing phases.
Accountable and responsible for managing overall project financials, schedule, scope and quality.
Leads cross-functional internal and client project teams for project teams from 2 to 15 people and financial value up to $1,000,000.
Creates, maintains, and manages to the project plan across multiple concurrent projects.
Documents, tracks, and escalates RIDAC (Risks, Issues, Decisions, Action Items, Changes).
Leads testing and customer acceptance activities.
Develops content and delivers training.
Tracks engagement financials, project status reporting and customer satisfaction throughout the engagement cycle.
Assists in delivering Pre-Sales presentations to showcase the ServiceNow platform for potential clients.
Assists with creation of Pre-Sales proposals, and develops Statements of Work (SOWs) including resource requirements and project estimate based on customer requirements.
Performs job duties with little to no direct supervision.
Performs other duties as assigned.
Education & Licensing
Bachelors degree from an accredited college or university or equivalent experience (required)
ServiceNow Certified System Administrator (required)
ServiceNow Certified Implementation Specialist for at least one ServiceNow application (required)
Project Management certification from PMI, PRINCE2 or similar (required)
ITIL V3 or V4 Foundations Certification (required)
Excellent communication skills and the ability to interact effectively with C suite individuals
Ten (10) years of related experience or equivalent combination of education and experience required, including three (3) years of ServiceNow platform experience. Three (3) or more years of consulting/professional services experience preferred.
Skills & Knowledge
Strong consulting, communication and relationship building skills to build and maintain external and internal stakeholder relationships
ServiceNow Subject Matter Expert
Thorough understanding of project management methodologies and principles
Strong knowledge of agile software development practices
Ability to influence transformational change with key stakeholders and deliver complex projects or programs on time, on budget and to a high quality
Proven practice experience in analyzing, designing, and optimizing business processes leading to enhanced business value
Comfortable leading workshops to the hierarchy of large enterprise companies
Excellent oral and written communication, including presentation skills
Strong presentation and facilitation skills (proficiency in Word, Excel, PowerPoint, and Visio).
Ability to interact and add value as part of a team project delivery effort
CTG is a leading provider of digital transformation solutions and services that accelerate clients' project momentum and achievement of their desired IT and business outcomes. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG has operations in North America, South America, Western Europe, and India. For more information, visit www.ctg.com.
Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company in every country in which we operate.
CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
CTG is an Equal Opportunity and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.
Job Function: Program Management & Administration
Education Level: Bachelor's Degree (±16 years)
Work Remote: Yes