ServiceNow Senior Engagement Manager

Nordic Healthcare Group (NHG)

8d•Remote

About The Position

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

Requirements

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

Responsibilities

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