We are seeking a senior-level ServiceNow Engagement Lead to oversee the delivery of complex enterprise solutions for a large-scale public sector project. This individual will serve as the primary bridge between technical delivery teams and senior stakeholders, ensuring that platform implementations align with organizational goals within a highly regulated FedRAMP environment. The ideal candidate will have deep ServiceNow expertise and a proven track record of leading multi-workstream digital transformations (ITSM, ITOM, HRSD, etc.) from inception through value realization.
Key Responsibilities:
- Strategic Delivery: Lead the end-to-end delivery of ServiceNow engagements, managing scope, schedule, budget, and governance for parallel workstreams
- Stakeholder Management: Act as the primary point of contact for project leadership, facilitating workshops, steering committee meetings, and regular status reporting
- Compliance & Governance: Ensure all platform configurations and architectural decisions adhere to FedRAMP security standards and public sector regulatory requirements
- Methodology Leadership: Apply NowCreate or similar Agile/Scrum methodologies to drive successful outcomes, managing sprint planning, backlogs, and RIDAC (Risks, Issues, Decisions, Action Items, and Changes) logs
- Cross-Functional Orchestration: Coordinate between Business Analysts, Developers, and Architects to translate complex business requirements into scalable technical solutions
- Quality Assurance: Oversee User Acceptance Testing (UAT) and Organizational Change Management (OCM) activities to ensure high adoption rates and client satisfaction
Requirements
- Education: Bachelor’s degree in Computer Science, Information Technology, Business, or a related field
- Experience: 8+ years of progressive experience in professional services or IT consulting, with at least 5 years specifically dedicated to leading ServiceNow implementations
- Technical Depth: Extensive knowledge of the ServiceNow platform across multiple product lines (e.g., ITSM, ITOM, CSM, or SPM)
Preferred Qualifications:
- Public Sector Knowledge: Demonstrated experience working with state or local government entities, specifically within a FedRAMP or similarly secured cloud environment
Certifications (Highly Preferred):
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist (CIS) in one or more modules
- Project Management Professional (PMP) or PRINCE2
- Certified Scrum Master (CSM)
- ITIL v4 Foundations or higher
Critical Success Factors:
- Ability to work onsite in Columbus, OH, full-time
- Exceptional communication and negotiation skills, with the ability to manage expectations in a sensitive, high-stakes environment
- A “hands-on” leadership style with the ability to troubleshoot delivery roadblocks and mentor junior team members
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