ServiceNow - Sr. Consultant/ Engegement Manager
Pubblicato il 16-09-2026 - MPower Plus in Milano
Role: ServiceNow Sr.
Consultant Location: Italy(50% Travel required to client location) Contract : 6-12+ Months contract Key Responsibilities ~ ServiceNow Professional Services / Consulting experience ~ Ability to travel ~ Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making or problem-solving ~ ServiceNow certifications in aligned workflow (CSA/CAD/CIS) ~ Expertise in 1-2 ServiceNow offerings, providing prescriptive guidance and maintaining platform health through hands-on technical leadership ~ Creative with comfort running projects independently with experience working collaboratively, driving complex issues through analysis and resolution ~ Guide customers through technical documentation and discussions, driving innovation for consistent delivery and in completing required documentation such as business requirement workbooks for technical aspects of the solution ~ Translate requirements into technical specifications and user stories, aligning technical needs with business objectives. ~ Provide oversight and unit testing of code developed by partner or customer employees ~ Provide feedback to product development to improve the product based on experiences gained with customers ~ Contribute to the preparation of client-facing and internal technology deliverables by executing stories, assisting in scoping deals and sharing customer successes. ~ Contribute to weekly/bi-weekly status reports across engagements, providing clear visibility of utilisation, risks and actions ~ Articulating AI system design, ethical implications and platform use cases clearly, guiding peers and stakeholders in responsible AI adoption. ~ Act as a resource to customers by providing expertise on technical matters related to products and solutions. ~ Provide ServiceNow workflow solutions with a technical architecture designed for long-term success, following ServiceNow technical standards and leading practices. ~8+ years of ServiceNow Professional Services / Consulting experience ~ Ability to travel ~ Experience leveraging or critically thinking about how to integrate AI into work processes,
decision-making or problem-solving ~ ServiceNow certifications in aligned workflow (CSA/CAD/CIS) ~ Expertise in 1-2 ServiceNow offerings, providing prescriptive guidance and maintaining platform health through hands-on technical leadership ~ Creative with comfort running projects independently with experience working collaboratively, driving complex issues through analysis and resolution ~ Guide customers through technical documentation and discussions, driving innovation for consistent delivery and in completing required documentation such as business requirement workbooks for technical aspects of the solution ~ Translate requirements into technical specifications and user stories, aligning technical needs with business objectives. ~ Provide oversight and unit testing of code developed by partner or customer employees ~ Provide feedback to product development to improve the product based on experiences gained with customers ~ Contribute to the preparation of client-facing and internal technology deliverables by executing stories, assisting in scoping deals and sharing customer successes. ~ Contribute to weekly/bi-weekly status reports across engagements, providing clear visibility of utilisation, risks and actions ~ Articulating AI system design, ethical implications and platform use cases clearly, guiding peers and stakeholders in responsible AI adoption. ~ Act as a resource to customers by providing expertise on technical matters related to products and solutions. ~ Provide ServiceNow workflow solutions with a technical architecture designed for long-term success, following ServiceNow technical standards and leading practices.
Role: ServiceNow Engagement Manager Location: Italy(50% Travel required to client location) Contract : 6-12+ Months contract ServiceNow Professional Services / Consulting experience Ability to travel.
Own end-to-end delivery oversight of a portfolio of client engagements, ensuring consultants are performing against agreed SOW obligations (such as on-time/on-budget delivery) and customer expectations Manage resource booking and scheduling across active engagements, coordinating with resource management and practice leads to maintain appropriate coverage and minimize gaps Serve as the primary customer-facing contact — handling inbound requests around resourcing, schedule changes, invoicing queries, and general delivery concerns with professionalism and pace Produce and distribute weekly/bi-weekly status reports across the portfolio, providing clear visibility of utilisation, risks, actions, and financial burn to both customers and internal leadership Maintain accurate records of consultant time, scheduling confirmations, and SOW milestone tracking to support accurate and timely invoice processing Monitor consultant performance and engagement health, escalating risks or concerns to Delivery Managers and Practice leadership in a timely manner Support the onboarding and offboarding of resources, including access provisioning coordination, SOW familiarisation, and customer introductions Maintain RIDAC logs and ensure actions are followed up consistently across the portfolio Identify and flag scope creep, SOW deviations, or resourcing misalignments early, supporting Change Order processes where required Collaborate with Finance and Commercial teams to reconcile actuals against contracted hours and support accurate revenue forecasting Be the single contact to encourage collaboration and customer agreement on proposed solutions.
Mentor Customer
Outcomes or Partner team members and identify gaps between actuals and plan of record, driving resolutions. Understands core AI concepts, ethical considerations and platform capabilities, and can explain their application in customer contexts with support. Creativity with comfort running projects independently and collaborating as needed Success driving complex issues through analysis and resolution ServiceNow Certifications (CSA/CAD/CIS) PMP/Prince II certifications