ServiceNow Implementation - Engagement Lead at Apex IT Services LLC – Princeton, New Jersey

Role: ServiceNow Implementation - Engagement Lead
Location: Houston, TX

Job Description:

Engagement Lead – ServiceNow Implementation (with Scrum Master Responsibilities)

Position Overview:
The Engagement Lead for ServiceNow Implementation is responsible for driving end-to-end program delivery, stakeholder engagement, and overall success of ServiceNow projects. This role combines leadership in customer engagement with hands-on Agile/Scrum delivery management. The Engagement Lead will work closely with customers, technical teams, ServiceNow architects, and business stakeholders to ensure projects meet scope, budget, timeline, and quality expectations.

Key Responsibilities:
Engagement & Delivery Leadership
• Serve as the primary point of contact for clients throughout the ServiceNow implementation lifecycle.
• Define project scope, goals, success criteria, and roadmap in collaboration with stakeholders.
• Oversee the planning and execution of multiple ServiceNow workstreams (ITSM, ITOM, HRSD, CSM, etc.).
• Manage risks, issues, dependencies, and change requests with a clear mitigation approach.
• Drive governance activities, including steering committee meetings, status reporting, and KPI tracking.

Scrum Master Responsibilities:
• Facilitate Agile ceremonies: daily stand-ups, sprint planning, refinement, sprint reviews, and retrospectives.
• Remove team impediments, enabling smooth and efficient sprint execution.
• Coach teams on Agile/Scrum practices to enhance performance and delivery predictability.
• Maintain the product backlog with the Product Owner and ensure backlog items are well-defined.
• Track and report sprint metrics (velocity, burndown, team capacity).

ServiceNow Platform Oversight:
• Coordinate with ServiceNow architects, developers, testers, and admins on solution design and implementation.
• Review design documents, configurations, and test results to ensure platform quality and compliance.
• Support platform governance, release planning, and integration design discussions.

Required Skills & Qualifications:
• 7+ years of IT project management or engagement leadership experience, preferably in consulting.
• 3+ years of experience leading ServiceNow implementations across multiple modules.
• Certified Scrum Master (CSM), PMI-ACP, or equivalent Agile certification.
• Strong understanding of ServiceNow platform capabilities, architecture, and implementation best practices.
• Proven ability to manage enterprise-scale programs and cross-functional delivery teams.
• Excellent communication, facilitation, and stakeholder-management skills.
• Strong problem-solving, conflict-resolution, and decision-making capabilities.

Thank you,

Humera
Sr. Recruiter
Intelent, LLC
Office: 609.445.4600 Ext: 4015
Direct: 609-779-2090
humera@intelent.com