ServiceNow Engagement Lead

Astrica

106d

About The Position

Astrica ServiceNow Engagement Lead/Project Manager bring their deep experience delivering large digital transformation projects to enterprise clients with our highly-skilled consulting team. In this role, you will orchestrate the successful delivery of multiple parallel ServiceNow workstreams including HR Service Delivery (HRSD), IT Service Management (ITSM), IT Asset Management (ITAM), and IT Operations Management (ITOM), often managing complex interdependencies while maintaining one of the highest client satisfaction ratings in the ServiceNow ecosystem. You will be a key driver in managing cross-functional project teams across four distinct but interconnected workstreams, navigating the intricate project roadmap to ultimately solve our client’s comprehensive digital transformation goals. This role demands exceptional client management and project management skills to manage parallel implementations while ensuring seamless integration points between workstreams.

Requirements

• 8+ years of project management experience leading large, multi-workstream transformative engagements, managing with Agile, SAFe and/or SCRUM frameworks across parallel implementation tracks.
• 12+ years of related client-facing professional consulting experience, preferably with complex ServiceNow multi-module implementations.
• Proven experience managing parallel workstreams with demonstrated ability to coordinate Employee Workflows (HRSD), IT Workflows (ITSM), Asset Management, and Operations Management implementations simultaneously.
• Confidence in shepherding multiple project teams through a proven methodology to successful delivery across integrated but distinct functional areas.
• Self-motivated, high-energy, proactive disposition and exceptional team player mentality with ability to foster collaboration across diverse technical specializations.
• Demonstrable delivery experience with complex project financial management across multiple workstreams and consistently high client satisfaction ratings in multi-faceted environments.
• Demonstrated experience with the Agile methodology, leading sprint planning/retros across multiple teams, driving coordinated team progress against forecasted project plans, and sequencing development logically across interdependent workstreams in a virtual environment.
• A calm, adaptable, and driven approach to both complex client engagements and internal cross-functional efforts/teams.
• Strong writing skills (SOWs, proposals) and strong PowerPoint skills with an eye for polished proposals covering complex technical implementations.
• Ability to lead discovery sessions across functional areas and translate comprehensive client objectives and requirements into solution recommendations spanning multiple modules.
• ServiceNow Certified System Administrator (required).
• Strong client-facing skills with the ability to build trust, resolve escalations across multiple project tracks, and maintain positive relationships throughout complex implementations.
• Excellent communication, organization, and problem-solving skills with a detail-oriented approach to managing multiple concurrent deliverables.
• Comfort working independently in a remote-first, fast-paced environment with shifting priorities across multiple technical domains.

Nice To Haves

• Experience successfully delivering complex multi-workstream ServiceNow implementations spanning Employee Workflows, IT Workflows, Asset Management, and Operations Management.
• Certified ServiceNow System Administrator (CSA) with additional certifications across HRSD, ITSM, ITAM, or ITOM modules.
• Certified Scrum Master or PMP.
• ServiceNow Fundamentals certification in multiple modules of the platform (HRSD, ITSM, ITAM, ITOM).
• Experience with Workday integration, Employee Center Pro, major incident management, and discovery/CMDB implementations.

Responsibilities

• Own the Success of Each Engagement! Lead and manage multiple project teams across HRSD, ITSM, ITAM, and ITOM workstreams while eliminating barriers to success and fostering cross-team collaboration.
• Orchestrate Complex Delivery! Coordinate project plans across 4 parallel workstreams, managing interdependencies between Employee Center Pro deployments, service catalog implementations, asset management integrations, and CMDB foundation work.
• Manage Complex Scope! Update integrated project plans and participate in grooming and sprint planning across all workstreams. Manage project scope, schedule, budget, and governance for parallel HRSD, ITSM, ITAM, and ITOM implementations while minimizing variance and upholding Astrica RACI and methodology.
• Client Obsessed! You are committed to the overall success of the engagement, regardless of the blended team roles. You are the voice of the client and handle first level escalations from the client before they become issues.
• Detail-Oriented and Strategic Thinker! Responsible for multi-workstream team performance, resource and forecast management across specialized teams, including comprehensive project status.
• ServiceNow Expert! Advise on all things business process related to ServiceNow implementations while ensuring seamless integration between HR workflows, IT service delivery, asset management processes, and operational monitoring capabilities.
• Experienced Account Manager! Own the success of the account, this includes account level P&L. You support sales, manage the account plan, create contract change orders/extensions/ expansions.

Benefits

• Competitive pay that reflects your skills and certifications.
• Performance bonuses and annual reviews that celebrate growth.
• Unlimited vacation + flexible time off (because balance matters).
• Health, dental, vision, and 401(k) coverage.
• Career development support and learning incentives to keep you sharp.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree