It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

This role is part of our AI Platform product organization, responsible for the foundational capabilities of the Now Platform, which are at the center of every “out-of-the-box” ServiceNow solution. You will be part of the Strategic Enablement Team in the Outbound Product Management organization, a talented and supportive group that is passionate about evangelizing our platform internally and externally. You will work cross-functionally, with product teams, customers, partners, and the field to enhance the overall experience with the solution and ensure successful go-to-market.  

As a Senior Engagement Manager, you will play a critical role in managing complex customer adoption engagements to ensure the adoption of the Platform, helping to rapidly establish Generative AI solutions and other Platform capabilities in our customer base. The successful candidate is a results-oriented self-starter with strong program management skills, technical expertise, and exceptional communication abilities to ensure successful implementation and customer satisfaction.  

What you get to do in this role 

• Provide project management practices, such as planning, scheduling, monitoring, risk management, etc., to drive rigorous project execution throughout the project lifecycle 
• Apply project management expertise from the Now Create implementation methodology and prescriptive guidance to promote engagement delivery to drive successful customer outcomes 
• Manage cross-functional projects and teams, senior-level stakeholders and customers to provide an exceptional customer experience  
• Drive and foster collaboration and efficient decision-making between all internal and external stakeholders, including partners and customers 
• Provide regular (weekly, monthly, quarterly) updates to customers as well as to internal stakeholders 
• Facilitate project planning meetings, reviews, and retrospectives 
• Provide project governance to manage requirements in line with agreed to scope, time, schedule, and business objectives 
• Develop and present the project value proposition to customers as part of the initiative and on-going collaboration 
• Identification and execution of risk assessment, prevention, and mitigation plans, and efficient identification, tracking and resolution of issues 
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions 
• Ensure complete knowledge transfer, record updates, lessons learned, and all transition activities are taking place at the end of each engagement 

• Minimum of 8+ years of high-tech/SaaS industry experience 
• 5+ years in a customer-facing project management role as part of a professional services organization or similar role 
• 5+ years of experience with technology products 
• Project Management certification in PMI or similar, desired 
• Agile Scrum experience and Scrum Master certification preferred 
• Excellent written and verbal communication skills to include technical and business concepts 
• Excellent negotiation and persuasion skills 
• Must enjoy working in a highly collaborative fast-paced environment with a willingness to learn new things independently 
• Prior experience with implementing or supporting ServiceNow products 
• Strong cross-functional, technical Project Management experience and demonstrated experience in leading key projects, including strategic customer programs from inception to successful go-live/post go-live hypercare period 
• Ability to think strategically, learn fast, and communicate with impact 
• Ability to travel, possibly 50% of the time 
• Bachelor’s degree or equivalent experience 
• English – fluent 

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal 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,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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