ServiceNow Engagement Manager - Retail

Please send your updated resume to

Job Title: ServiceNow Engagement Manager - Retail

Job Location: Remote

Duration: Full Time (Direct Hire with ProV)

ProV International, Inc. is one of the Elite Partners with ServiceNow.

Job Description:

• Position Overview: As a ServiceNow Engagement Manager specializing in Retail, you will drive transformation for retail clients, helping them optimize their customer service, store operations, and supply chain management using ServiceNow s capabilities.
• You will manage a portfolio of retail accounts and serve as a primary point of contact, guiding clients through the successful implementation of ServiceNow CSM, FSM, SPM, and S2P (Source-to-Pay) solutions to improve operational efficiency and customer experience.

Key Responsibilities:

• Build relationships with retail clients, identifying opportunities to improve their customer service management (CSM) and operational processes.
• Manage end-to-end ServiceNow project delivery for retail clients, ensuring alignment with retail strategies and store operations.
• Design solutions tailored to the needs of retail businesses, including customer experience improvements, field service management for store maintenance, and portfolio management for store projects.
• Implement and oversee FSM solutions for retail stores, ensuring seamless management of store repairs, upgrades, and service tasks.
• Help retailers streamline their Source-to-Pay (S2P) processes, optimizing procurement and supplier management.
• Track client processes to ensure smooth customer interactions, issue resolution, and operational efficiencies.
• Manage project budgets, ensuring that financials are handled properly (Fixed, T&M, CR models) and that retail clients achieve their ROI goals.
• Work with sales teams to identify upsell opportunities and drive new business from existing retail clients.
• Prepare reports on project performance, focusing on retail KPIs such as customer satisfaction, operational efficiency, and revenue growth.

ServiceNow Platform Expertise:

• Expertise in ServiceNow modules including CSM, FSM, SPM, and S2P, with a focus on their retail applications.
• Collaborate with technical teams to ensure platform customization meets the specific needs of retail operations and customer management.

Stakeholder Management:

• Effectively manage relationships with retail clients, including store managers, procurement teams, and IT departments.
• Align ServiceNow implementations with retail strategies, ensuring smooth adoption and clear communication across store locations.

Risk Management:

• Identify and mitigate risks that could impact retail operations, including supply chain disruptions or customer service delays.
• Monitor and manage issues that could affect store performance, customer satisfaction, or project timelines.

Expected Impacts/Measurement of Success:

• Positive client satisfaction and retention, evidenced by repeat business and upsell opportunities.

Ability to articulate value realization with customer around:

• Improved customer satisfaction and engagement through enhanced service management.
• Streamlined store operations, reducing downtime for repairs and improving efficiency.
• Increased profitability through optimized procurement and supply chain processes.
• Successful delivery of projects on time and within budget, leading to high client satisfaction.

Qualifications / Skills:

• 9 to 10 years of professional experience required.
• Minimum 3 years of experience in retail service management, sales, project management, or consulting
• Experience managing ServiceNow projects with a focus on retail (CSM, FSM, SPM, S2P)
• Strong leadership, communication, and relationship management skills in a retail environment
• Project management certification desired (e.g., PMP, CSM)
• Certified Sys Admin (CSA) in ServiceNow (preferred, but not required)
• Bachelor's degree (required)

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.