Position Overview:
We are seeking an experienced Engagement Manager to lead and oversee ServiceNow projects, ensuring successful delivery, stakeholder alignment, and executive-level engagement. The ideal candidate will have a strong background in project management, excellent communication and negotiation skills, and experience working within ServiceNow environments.
This role requires a professional who can effectively manage client relationships, resolve conflicts, drive project governance, and ensure successful outcomes across complex initiatives.
Key Responsibilities:
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Lead and manage ServiceNow implementation, enhancement, and transformation projects.
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Act as the primary point of contact for clients and executive stakeholders.
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Drive project planning, execution, monitoring, and delivery while ensuring alignment with business objectives.
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Facilitate communication between technical teams, business stakeholders, and leadership.
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Manage project risks, issues, dependencies, and escalations.
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Apply ServiceNow methodologies and best practices throughout the project lifecycle.
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Conduct executive-level presentations, status reporting, and stakeholder management activities.
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Support contract management, scope control, and change management processes.
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Foster collaboration and resolve conflicts across cross-functional teams.
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Ensure delivery quality, customer satisfaction, and successful project outcomes.
Required Qualifications:
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Proven experience managing ServiceNow projects.
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Strong knowledge of ServiceNow methodologies and delivery frameworks.
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Senior-level Project Management experience with the ability to engage and influence executive stakeholders.
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Excellent communication, presentation, negotiation, and conflict resolution skills.
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Professional presence with strong client-facing capabilities.
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PMP (Project Management Professional) and/or Certified ScrumMaster (CSM) certification (at least one strongly preferred).
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Experience supporting CSM (Customer Service Management) and/or FSO (Field Service Operations) initiatives.
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Fluent in Portuguese and English (spoken and written).
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Relevant professional certifications.
Preferred Qualifications:
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ServiceNow Certified System Administrator (CSA) certification.
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Additional ServiceNow certifications.
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Experience working in global or multicultural environments.
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Strong understanding of Agile delivery methodologies.
Additional Information:
Timezone: BRT (Brazil Time)
Language Requirements: Portuguese and English
