Engagement Manager - ServiceNow (352)

iTech AG•Arlington, VA

About The Position

iTech AG is seeking an Engagement Manager with 3–5 years of experience within the ServiceNow ecosystem to support the design, delivery, and optimization of ServiceNow solutions. The ideal candidate will act as a bridge between business stakeholders and technical teams, translating requirements into well-defined user stories and ensuring successful Agile delivery. This role requires hands-on experience working within ServiceNow implementations and enhancements, with a strong understanding of platform capabilities and Agile delivery methodologies.

Requirements

3–5 years of experience as a Engagement Manager or Business Analyst
Minimum 2–3 years of experience working within the ServiceNow ecosystem
Experience writing user stories in Agile environments
Strong understanding of ServiceNow platform fundamentals
Experience supporting end-to-end ServiceNow implementations or enhancements
Ability to work cross-functionally with business and technical stakeholders
Strong documentation and communication skills
Must be able to pass a company background check
Ability to obtain and maintain a public trust with future project placement

Nice To Haves

Experience in specific ServiceNow modules (e.g., FSM, EAM, ITSM, CSM, HRSD)
ServiceNow Certified System Administrator (CSA) or other relevant certifications
Experience with Agile/Scrum frameworks
Familiarity with integration requirements and data migration activities
Experience working in multi-vendor or subcontractor environments

Responsibilities

Engage with stakeholders to gather, document, and validate business requirements
Leads end-to-end client engagement for Field Service Management (FSM) and Enterprise Asset Management (EAM) implementations, serving as the primary point of contact between the customer, project teams, and senior stakeholders to ensure delivery alignment and satisfaction.
Oversees project scope, schedule, budget, and risk across all phases of the FSM/EAM implementation lifecycle, proactively identifying and resolving issues that could impact delivery timelines or business outcomes.
Partners with functional and technical teams to translate customer requirements into actionable implementation strategies, ensuring FSM/EAM platform configurations align with operational workflows and organizational objectives.
Drives stakeholder engagement and change management activities, including executive briefings, sprint reviews, and go-live readiness assessments, to ensure customer adoption and realization of business value.
Translate business needs into clear, structured user stories with acceptance criteria
Conduct process analysis and identify improvement opportunities
Facilitate workshops, discovery sessions, and backlog grooming sessions
Document functional requirements, process flows, and use cases
Analyze and define requirements across ServiceNow module
Understand platform capabilities and recommend standard OOB solutions where possible
Support UAT planning and execution
Assist in release documentation and change communications
Ensure alignment with platform governance and best practices established by iTech AG
Other duties as assigned