Associate Engagement Manager – (Remote)

Associate Engagement Manager
Remote, AMS East

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

ServiceNow is currently seeking an Associate Engagement Manager to manage remotely the delivery of small standardized offerings as well as the delivery of small engagements of our specialists at our customers from contract closure through to customer handover and acceptance.

Responsibilities:

The Associate Engagement Manager is primarily responsible for managing the successful deployment of ServiceNow solutions to a customer. Supporting our Engagement Management team in larger projects, acting as the primary customer contact for services for smaller engagements, from scheduling, handling any topics arising, escalating as appropriate, providing status reporting to all stakeholders and maintaining high levels of customer satisfaction.

• Responsible for customer satisfaction throughout the engagement cycle
• Understands the customer business including the business issues and problems being resolved by the Professional Services engagement and helping customers change they way they work.
• Single point of contact for a customer for ServiceNow engagement and provides a conduit to other ServiceNow teams as required
• Work with engagement managers to create and distribute weekly and monthly project reports
• Document and follow up on project issues and action items
• Develop and maintain project schedules, issue logs, tasks, etc. as requested by engagement managers
• Support engagement management team with general administrative tasks
• Prepare all client facing and internal deliverables such as project plan, issues/risk register and weekly status reports
• Identify opportunities to provide additional value to our clients and to work internally with the ServiceNow account team to progress
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences
• Scheduling (initial and ongoing) Staff Augmentation and packaged deployments
• Maintain Resource Plans

EXPERIENCE REQUIRED:

• A degree or equivalent, preferably in Business Management or Information Technology
• Very strong communication skills with the ability to set appropriate expectations with the customer
• Strong organizational and analytical skills
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Proven team player and team builder
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to customers
• Familiarity with SaaS technologies
• Strong background working with Enterprise Software companies and/or Consulting companies desirable
• Agile Scrum experience and Scrum Master certification desirable
• ITIL V2 or V3 Foundations Certification preferred

WORKING FOR SERVICENOW:

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or staffing@servicenow.com for assistance.