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Astrica · 1 hour ago

ServiceNow Engagement Lead

United States

Full-time

Remote

Senior Level, Lead/Staff

8+ years exp

Astrica is a company focused on delivering large digital transformation projects to enterprise clients. They are seeking a ServiceNow Engagement Lead/Project Manager to manage multiple parallel workstreams including HR Service Delivery, IT Service Management, IT Asset Management, and IT Operations Management, ensuring successful delivery and high client satisfaction.

Information Technology & Services

Responsibilities

Own the Sucess 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 sucess 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. You get sh*t done

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

Qualification

ServiceNow expertiseAgile methodologyClient managementProject managementCertified Scrum MasterServiceNow Certified System AdministratorFinancial managementCommunication skillsDetail-orientedTeam playerProblem-solving skills

Required

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

A love of working in a fast-paced, collaborative, and adaptive environment with smart and fun people across diverse technical disciplines

Demonstrated ability to draft and own contract extensions and proposals for comprehensive ServiceNow transformations

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

Preferred

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