What are the responsibilities and job description for the Engagement Manager - ServiceNow (352) position at iTech AG?
OVERVIEW
iTech AG is seeking an Engagement Manager with 3–5 years of experience within the ServiceNow ecosystem to support the design, delivery, and optimization of ServiceNow solutions. The ideal candidate will act as a bridge between business stakeholders and technical teams, translating requirements into well-defined user stories and ensuring successful Agile delivery.
This role requires hands-on experience working within ServiceNow implementations and enhancements, with a strong understanding of platform capabilities and Agile delivery methodologies.
ROLES AND RESPONSIBILITIES
- Engage with stakeholders to gather, document, and validate business requirements
- Leads end-to-end client engagement for Field Service Management (FSM) and Enterprise Asset Management (EAM) implementations, serving as the primary point of contact between the customer, project teams, and senior stakeholders to ensure delivery alignment and satisfaction.
- Oversees project scope, schedule, budget, and risk across all phases of the FSM/EAM implementation lifecycle, proactively identifying and resolving issues that could impact delivery timelines or business outcomes.
- Partners with functional and technical teams to translate customer requirements into actionable implementation strategies, ensuring FSM/EAM platform configurations align with operational workflows and organizational objectives.
- Drives stakeholder engagement and change management activities, including executive briefings, sprint reviews, and go-live readiness assessments, to ensure customer adoption and realization of business value.
- Translate business needs into clear, structured user stories with acceptance criteria
- Conduct process analysis and identify improvement opportunities
- Facilitate workshops, discovery sessions, and backlog grooming sessions
- Document functional requirements, process flows, and use cases
- Analyze and define requirements across ServiceNow module
- Understand platform capabilities and recommend standard OOB solutions where possible
- Support UAT planning and execution
- Assist in release documentation and change communications
- Ensure alignment with platform governance and best practices established by iTech AG
- Other duties as assigned
MINIMUM QUALIFICATIONS
- 3–5 years of experience as a Engagement Manager or Business Analyst
- Minimum 2–3 years of experience working within the ServiceNow ecosystem
- Experience writing user stories in Agile environments
- Strong understanding of ServiceNow platform fundamentals
- Experience supporting end-to-end ServiceNow implementations or enhancements
- Ability to work cross-functionally with business and technical stakeholders
- Strong documentation and communication skills
- Must be able to pass a company background check
- Ability to obtain and maintain a public trust with future project placement
EDUCATION AND CERTIFICATIONS
- Bachelor’s degree or equivalent experience
PREFERRED QUALIFICATIONS
- Experience in specific ServiceNow modules (e.g., FSM, EAM, ITSM, CSM, HRSD)
- ServiceNow Certified System Administrator (CSA) or other relevant certifications
- Experience with Agile/Scrum frameworks
- Familiarity with integration requirements and data migration activities
- Experience working in multi-vendor or subcontractor environments
iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws.
iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to reasonableaccommodations@itechag.com. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.