Project Program Mgmt. Specialist Advisor

Position Functions or Responsibilities: ServiceNow Professional Services Engagement Manager. Engagement Managers are the primary day-to-day client contacts and regularly interact with clients on projects implementing whole or parts of ServiceNow. Leads at least 1-2 project teams of 4 consultants as well as the client team in all aspects of project, and/or works in conjunction with a customer/account project manager. Responsible for resource management and budget management of projects as assigned to the team(s). Serve as primary client day-to-day contact and ensures client requirements are defined and metProvides thought leadership and delivers business insights to identify and resolve complex issues critical to their clients’ successOwns the overall problem definition, structuring and execution of the project, with on time delivery, ensuring all project goals are metManages cross-functional team members and subject matter experts, including definition of objectives, oversight of execution and evaluation of performanceInteracts regularly with leaders and clients stakeholders to ensure project is meeting its objectives and solicit feedback on project deliverablesAssists in maintaining ongoing relationship with the client and identifies future engagement opportunitiesIndividual will provide leadership and direction in establishment of standardized project management processes. This entails: Owning project/program baseline development and implementation in a computerized environment that supports reportingDeveloping and maintaining the project plans through the use of the project work breakdown structures, product backlogs, sprint backlogs, project and program charters, scope definition, schedules, resource requirements, resource allocation and forecasting as well definition and issuance of relevant reports for clients and managementWorking collaboratively with client stakeholders to understand and address constraints promptly, ensuring teams are empowered to execute and deliver to established expectationPromoting a flexible engagement environment that can handle changes in direction while maintaining focus on delivering value for the client Individual will be expected to anticipate and identify issues that will inhibit attainment of goals and proactively solve those problems. S/he will also coordinate resolution of issues through the use of change management and consensus building.The engagement manager also oversees client billing. Task-based Responsibilities:Project ReviewsMeet with customer liaison/project team leaders and executives on the status of the projectsMeet with Resource Manager on status of projectsMeet with Senior Manager, where required, on status of projectsResource ManagementParticipate in interview process for new consultant hiringPlanning for individual project teamKeep resource forecast updated weeklyManage resource utilization across projectsResolve resource allocation conflictsReview actual hours billed vs. forecasted hours on a weekly basisUpdate backlog and report to Resource Manager of Professional ServicesLook for opportunities to increase utilization – partner projects, fast track projectsPartner Relationship/Workload ManagementWork with and project manage partners working in conjunction with the project teamEscalate issues with partner resources, including timely delivery, scope issues or other conflicts as they ariseSkill managementOffer insight into capability gaps/hiring and training needsPTO Tracking for utilization reportingOther relevant duties as assignedQualificationsPosting Date:Department:Service Now Prof Svc - 1459150021