ServiceNow Engagement Manager / Process Engineer | Req#2836

Remote, United States


Description

ActioNet has an open opportunity for a ServiceNow Engagement Manager and Process Engineer. ActioNet is an IT service provider and solutions integrator headquartered in Vienna, VA that works with the Federal Government and Department of Defense.

**Remote 

Why ActioNet?            
It is simple. We are passionate about the inspirational missions of our customers and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health and well-being of our nation.

Primary Responsibilities: 

  • Engagement Manager and Process Re-Engineer for ServiceNow platform and IT Service Management (ITSM) applications.
  • Conduct Project Planning workshops for ServiceNow platform and ITSM project to define and prioritize the project goals, objectives, roles, responsibilities, sprints, story backlog, task/task ownership, key milestones, configuration process, test strategy, acceptance criteria, user acceptance testing and release to production rules of engagement.
  • Conduct a thorough analysis and review of client’s designated business processes.
  • Provide recommendations and implementation strategies for improving business processes, procedures, and workflows.
  • Facilitate communications, project planning, implementation consulting, track the statement of work, allocate appropriate resources, manage escalations, and act as a single point of contact for the ServiceNow platform and ITSM project.
  • Design, create, and maintain project and support artifacts in ServiceNow IT Business Management (ITBM) applications.
  • Develop and maintain roadmaps, projects, schedules, resources, risks, issues, incidents, problems, knowledge articles, changes, releases, and configuration items.
  • Lead development of User Stories, Acceptance Criteria, Use Cases, Master Test Plan, and User Acceptance testing and sign-off.
  • Maintain access, reports, dashboards, and notifications.
  • Record and maintain meeting minutes, risks, issues and action items.
  • Schedule and facilitate meetings for project kick-off, planning, assessments, design, status, testing, training, and operational support.
  • Manage and supervise project team and ensure project tasks are completed within scope, schedule and quality.
  • Manage and maintain contract and quality management deliverables.
  • Conduct business development, bid and proposal support activities as the need arises.
  • Perform other duties as required.

Required Job Experience: 

 

  • Two years of demonstrated experience and ability to direct systems development life cycle (SLDC) efforts including design, development, integration, testing, training, deployment, operation and/or maintenance of ServiceNow application system platform.
  • Conducted multiple project planning workshops to define and prioritize the project goals, objectives, roles, responsibilities, sprints, story backlog, task/task ownership, key milestones, configuration process, test strategy, acceptance criteria, user acceptance testing and release to production rules of engagement.
  • Conducted multiple analysis, reviews, and provided recommendations and implementation strategies for improving business processes, procedures, and workflows.
  • Organized, directed, and managed all aspects of contract operational support functions involving multiple complex and inter-related project tasks that often required managing teams of contractor personnel at multiple locations.
  • Demonstrated abilities to lead development of user stories, acceptance criteria, use cases, master test plan, and user acceptance testing and sign-off.
  • Provided overall direction of program activities.
  • Managed and maintained contractor interface with the leadership of the customer’s organization.
  • Consulted with customer and contractor personnel to formulate and review task plans and deliverables, ensured conformance with program and project task schedules and costs and contractual obligations.
  • Established and maintained technical and financial reports to show progress of projects to management and customers.
  • Organized and assigned responsibilities to subordinates.
  • Managed the successful completion of all assigned tasks.
  • Provided support to marketing personnel in identifying and acquiring potential business.

 

Preferred Experience (nice to have):

 

  • Certifications from ServiceNow, Project Management Institute, Agile, Scaled Agile Framework, and other vendors.
  • Experience with ServiceNow HIWAVE Support.
  • Knowledge of implementing basic ITIL for incident, problem, change, and configuration management.

 

Required Degree: 

  • Computer Science, Engineering, Business, Management or equivalent experience or certifications.

 

Salary:

 

  • Based on demonstrated skills and abilities to perform required responsibilities.

 

Clearance:

 

  • Ability to secure favorable adjudication of a Public Trust and/or Secret clearance.

 

What's in It For You?

As an ActioNeter, you get to be part of exceptional team and a corporate culture that nurtures mutual success for our customers, employees and our communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy and a desire to develop your skills, experience and career.

Are you ready to make a difference? 

ActioNet is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.