ServiceNow Engagement Manager:

The ideal candidate will possess a proven track record of being an outstanding ITSM/ITIL Process Consultant, Project/Program Manager leading/guiding large clients and experienced with the ServiceNow platform delivering business value to Enterprise clients is required. We have large clients that require reality-based leadership and guidance. Only US-based candidates can be considered.


Lead all aspects of ServiceNow implementation projects. Provide leadership and direction for improving and implementing client processes with ITIL and the ServiceNow framework in mind. Develop project plans following Evergreen Systems Implementation methodology. Execute the project plans to meet deliverable expectations on time and on budget. Provide guidance and facilitate communications with Project teams and client ServiceNow architects and administrators throughout the effort to ensure project success and additional value. 

Basic Requirements:

  • 5+ years of experience working within IT infrastructure in the Enterprise with ITSM Software companies and/or Consulting companies
  • 3+ years ITSM Project Management experience (leading large clients in IT Infrastructure Strategy)
  • 2+ years of experience ITSM software implementation consulting
  • ITIL v3 certification required (the higher the better)
  • Track record of leading customers to good business outcomes
  • Business Needs Analysis & Business Modeling skills, the ability to define the client’s requirements within the context of their business. Ability to assess the opportunities, benefits, risks, and success factors of a potential solution
  • Proven team player and leader
  • Strong organizational and analytical skills
  • Familiarity with SaaS or PaaS deployments and its supporting architecture is a plus
  • Experience with ServiceNow, BMC Remedy, HP Service Manager, CA Service Desk Manager, FrontRange Heat, LANDesk Service Desk, or Microsoft Service Manager will all be considered


  • Bachelor's degree
  • ITIL v3 Foundations Certification or higher – required
  • ServiceNow certifications – preferred
  • PMP certification is a plus
  • Experienced with Agile delivery methodology is required 

Technical Consultant:

Must have experience with JavaScript and ServiceNow configuration, and possess development expertise to aid in the development and implementation of solutions with the ServiceNow framework. 


  • Analyzing, designing and developing business applications
  • Designing and implementing solutions that are simple, intuitive and easy to use that will allow customers to extend and customize the functionality to meet their specific business needs
Experience Required
  • Experienced coding in JavaScript and ServiceNow
  • Experience with database design schemas and data modeling
  • Experience working with Web Services technologies such as SOAP and REST
  • Familiarity with AngularJS, JSON, AJAX, CSS, XHTML and XML
  • Familiarity with systems programming, Unix Shell / Windows PowerShell scripting, SNMP, NMAP, network devices and implementations
  • Strong requirements gathering experience. Ability to work with business users and clients
  • Strong interpersonal skills, customer-serving attitude, and ability to deal with cultural diversity
  • Proven team player
  • ITSM and ITIL familiarity is preferred


General Business Analyst (BA) / Project Manager Role Overview:

  • Majority of the work will be remote, short term onsite customer visits are expected during projects
  • BA will be assigned solely to ServiceNow projects that will enhance the platform or implement OOB application modules and custom applications

Business Analyst Responsibilities:

  • Document requirements & acceptance criteria based on information derived during workshops
  • Drive requirements and testing feedback for core team & business contacts at the customer while coordinating efforts with assigned Evergreen Solution Architect, Engagement Manager, & Offshore team
  • Accountable for the timely delivery of tasks for established project schedules
  • Run weekly Scrums with project team
  • Facilitate review sessions with functional owners and end-user representatives
  • Managing UAT with end users including coordination and user acceptance signoff
  • Preparation of project status documentation
  • Participate in implementation planning including project management, issue management, communication and change management
  • Assist in quality control & testing of developed items

Business Analyst Required Experience:

  • Exposure to ServiceNow core platform capabilities & ITSM modules - Incident Management, Problem Management, Configuration Management, Change Management, Knowledge Management
  • Exposure to broader business drivers to map business needs to process & functional solution design
  • Record of analyzing business needs and working within a group environment to provide effective requirements
  • Demonstrated ability to have successfully led multiple, complex technical projects with Agile and Scrum
  • Demonstrated experience in project conceptualization and planning
  • Ability to communicate in a clear and concise professional manner, tailored to the appropriate audience; including both verbal and written communications
  • Ability to lead and work collaboratively within a business unit team
  • Must be able to manage multiple priorities and projects in a complex work environment
  • ITIL certification is highly desired
  • ServiceNow System Administrator Certification highly desired