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