The ServiceNow Engagement Manager will play a pivotal role in shaping and executing a comprehensive digital transformation strategy for a federal client. This individual will lead end-to-end engagement activities, from initial discovery and stakeholder alignment to the development of implementation-ready plans aligned with a 5-year roadmap. The role requires a strategic thinker who can navigate complex organizational structures, manage executive communications, and drive consensus across diverse business and technical teams. The Engagement Manager will ensure that all deliverables meet quality standards, address compliance requirements, and support long-term operational goals, serving as the trusted advisor and primary point of accountability for successful project outcomes.
Responsibilities
- Act as the primary owner accountable for the delivery and execution of the statement of work.
- Establish and oversee engagement governance structures, including meeting cadence, reporting, and decision-making processes.
- Develop and maintain strong relationships with key stakeholders across business and technical domains.
- Lead executive-level communications, including steering committee updates and program status reporting.
- Conduct discovery workshops to document current-state business processes and operational workflows.
- Facilitate sessions to identify pain points, inefficiencies, and opportunities for improvement.
- Lead collaborative workshops to define future-state process models and operating frameworks.
- Develop recommendations for process standardization and harmonization across organizational units.
- Coordinate with compliance, regulatory, and other cross-functional stakeholders to ensure alignment.
- Identify and assess risks, interdependencies, and organizational impacts related to transformation initiatives.
- Ensure the quality, completeness, and accuracy of all discovery deliverables, including process maps and gap analyses.
- Produce clear, actionable requirements documentation, executive summaries, and decision support materials.
- Ensure all outputs are implementation-ready and aligned with the long-term 5-year transformation strategy.
- Collaborate with technology and architecture teams to validate technical feasibility of proposed solutions.
- Guide the transition from discovery into design and implementation phases with clear handoffs.
Requirements
- Minimum of 7 years of professional experience in consulting, business analysis, or business process transformation.
- Demonstrated experience leading workstreams or managing engagements in complex, multi-stakeholder environments.
- Hands-on experience supporting or leading ServiceNow implementation projects and associated deliverables.
- Strong expertise in business process discovery, analysis, and transformation methodologies.
- Proven ability to facilitate workshops and build consensus among diverse stakeholders.
Nice to Have
- Experience supporting greenfield ServiceNow implementations from inception to delivery.
- ServiceNow Certified System Administrator (CSA) certification.
- Project Management Professional (PMP) certification is a plus.
- Experience working in multi-entity or federated organizational structures.
Tech Stack
ServiceNow
Work Arrangement
local-country
Additional Information
- Applicant must be able to obtain and maintain a Public Trust security clearance.
- U.S. Citizenship is required for this position.
- The company is an Equal Opportunity Employer committed to diversity and inclusion.
- Individuals with disabilities may request accommodations by emailing reasonableaccommodations@itechag.com with the subject line 'Accommodation Request' including name, contact details, and accommodation needs.
- Employment decisions are made without regard to race, color, religion, sex, age, national origin, genetic information, disability, or protected veteran status.
