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ServiceNow Engagement Manager
Job in
Boston, Suffolk County, Massachusetts, 02298, USA
Listed on 2026-03-04
Listing for:
Tephra
Full Time
position Listed on 2026-03-04
Job specializations:
-
IT/Tech
IT Project Manager, IT Consultant
Job Description & How to Apply Below
Job Description
As a Service Now Engagement Manager, you will play a key role managing a talented group of Solution Architects and Platform Architects leading Service Now transformation programs. This team is responsible for driving best-in-class program management, and you will be instrumental in delivering some of the most innovative and cutting-edge technologies and products to market.
Key Responsibilities
- Manage end-to-end Service Now implementation projects, including planning, execution, and post-deployment support
- Develop detailed project plans covering scope, timelines, resource allocation, and budget
- Ensure adherence to Service Now best practices and ITIL frameworks
- Act as the primary liaison between clients, technical teams, and business stakeholders
- Provide regular status updates, dashboards, and executive-level reporting
- Identify project risks and implement mitigation strategies
- Handle escalations and ensure timely resolution of issues
- Lead cross-functional teams, foster collaboration, and drive continuous improvement
- Mentor junior project managers and ensure compliance with governance standards
- 10+ years in IT project management, with at least 6+ years in Service Now projects (ITSM, ITOM, HAM, SAM)
- Service Now CSA (Certified System Administrator) mandatory; CIS certifications preferred
- Strong technical knowledge and ability to create reporting and dashboards
- Strong understanding of Service Now platform capabilities and integrations
- Familiarity with Agile and Waterfall methodologies
- Excellent communication, leadership, and client relationship management
- Ability to manage multiple projects under tight deadlines
- PMP, Scrum Master, Service Now Certified System Administrator (CSA), or Service Now Certified Technical Architect (CTA) preferred
- ITIL Knowledge:
Strong understanding and practical experience with ITIL frameworks, particularly Incident, Problem, Change Management, and Configuration Management, and the ability to map these processes to Service Now capabilities - Project Management:
Experience with agile methodologies and managing large-scale Service Now implementations - Leadership and Communication:
Strong leadership abilities with experience managing cross-functional teams, guiding developers, and liaising with stakeholders at all levels - Excellent written and verbal communication skills
- Experience with Service Now Program Delivery
- ITIL Foundation certification is preferred
- Familiarity with cloud technologies (AWS, Azure) and their integration with Service Now
- Experience with Dev Ops and CI/CD pipelines for Service Now deployments
- Knowledge of automation tools and frameworks to drive operational efficiencies
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