• Design, configure, and customize ServiceNow applications using Business Rules, Script Includes, Client Scripts, UI Policies, and Catalog UI Scripts. • Utilize Flow Designer and Workflow Editor for automation and process orchestration. • Develop Scoped Applications and reusable components that follow ServiceNow best practices. • Maintain system performance, query optimization, and efficient script execution. • Build role-based access (ACLs) for HR data privacy and security. • Implement and enhance HR Case Management, HR Knowledge, HR Lifecycle Events, and Employee Document Management. • Configure HR Profiles, HR Templates, and Case Forms to match HR processes (onboarding, offboarding, payroll, leave, benefits, etc.). • Build HR Service Catalog items with guided forms, approval flows, and fulfillment tasks. • Implement document generation and e-signature integrations (DocuSign, Adobe Sign). • Configure and extend Agent Chat for HR service delivery, enabling seamless live HR interactions. • Design and implement Virtual Agent topics for common HR inquiries, integrated with HR cases and knowledge articles. • Configure Advanced Work Assignment (AWA) for routing chat requests to the right HR agents based on skills, availability, and capacity. • Personalize Employee Center / Service Portal to support chat, case deflection, and HR self-service. • Develop custom portal widgets using AngularJS, HTML, CSS, and ServiceNow APIs to enhance user experience. • Leverage Flow Designer to automate HR case lifecycle events, document generation, and notifications. • Create subflows, reusable actions, and spokes for HR processes and integrations. • Transition legacy Workflows into Flow Designer where applicable. • Integrate Flow Designer with IntegrationHub for orchestrating end-to-end HR processes. • Develop and maintain real-time and batch integrations between ServiceNow HRSD and external HR systems (Workday, Payroll, Identity Systems, etc.). • Build IntegrationHub Spokes and actions for seamless HR process automation. • Implement REST/SOAP APIs, JDBC, and File-based integrations as per business needs. • Ensure secure and compliant handling of PII data exchange during integrations.

• Build, configure, and maintain the platform improvements defined by our ServiceNow Architect • Configure and maintain the CSM workspace to support efficient case handling across phone, chat, and email channels • Implement and test the Genesys Cloud integration with the ServiceNow CSM workspace, including screen pop, case creation, and activity logging • Develop and maintain catalog items and their associated catalog task workflows for 20 mobility transaction types • Implement workflow standardization improvements as defined by the architect, reducing variation while preserving necessary customer-type differences • Build and maintain Flow Designer flows and business rules that drive catalog task automation • Implement REST/SOAP integrations connecting external customer ITSM systems to the DMI service catalog • Support customer onboarding teams with integration testing, troubleshooting, and documentation • Execute ServiceNow platform upgrades and patches, including regression testing against catalog workflows, integrations, and CSM configuration • Collaborate with fulfillment teams, depot staff, and helpdesk leads to understand operational pain points and translate them into platform improvements

Description At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. The Client Engagement Delivery Manager is a senior delivery leader responsible for ensuring successful execution of client engagements through strong governance, disciplined delivery, and empowered project leadership. This role serves as a trusted advisor to Sales, Advisory, Delivery and Clients, ensuring delivery outcomes align to business objectives, financial targets, and client expectations. This leader oversees a team of Project Managers, providing direction, coaching, and accountability across the full engagement lifecycle. The Client Engagement Delivery Manager is accountable for delivery quality, client satisfaction, financial performance, and cross-functional alignment, while proactively identifying and mitigating delivery risk. This role balances strategic oversight with people leadership and client-facing engagement at director and executive levels. Additionally, this role is pivotal to supporting process improvement with governance oversite. What You Will Do * Lead and develop a team of Project Managers, setting clear expectations, building delivery maturity, and ensuring consistent project management standards across engagements, practices, and geographies. * Own delivery governance for client engagements, ensuring scope, schedule, budget, risk, and quality are actively managed and communicated throughout the lifecycle. * Serve as an executive escalation point for client, delivery, or resourcing challenges, driving timely resolution while maintaining strong client relationships and confidence. * Partner closely with Sales, Advisory, Delivery, and Services leadership to align delivery strategy with client objectives, services offerings, and financial targets. * Support pre-sales and engagement strategies, including participation in client calls, delivery approach validation, and review of services estimates, assumptions, and risk profiles. * Drive client engagement excellence, acting as a trusted advisor to key stakeholders and engaging with client leadership, including "C-suite" executives, as needed. * Ensure financial accountability across engagements, including utilization, revenue recognition, margin attainment, and forecast accuracy. * Coach and mentor Project Managers on client communication, risk management, financial stewardship, and professional development to meet current and future delivery demands. * Promote continuous improvement and delivery consistency through standard processes, lessons learned, and application of best practices across the delivery organization. * Build and maintain trusted partner relationships to supplement delivery capacity or specialized skills when needed What We Expect of You: * Bachelor's degree and 7+ years of experience delivering enterprise-scale professional services or client engagements, including planning, execution, and governance. Or, 11+ years of equivalent experience delivering large, complex client initiatives. * 3+ years of people leadership experience, directly managing Project Managers or delivery professionals. * Proven ability to lead delivery teams, influence without authority, and drive accountability across cross-functional stakeholders. * Strong experience managing client engagements, including risk, scope, financial performance, and executive communications. * Demonstrated ability to identify, escalate, and resolve delivery, client, and people issues in a calm, solution-oriented manner. * Experience partnering with Sales and Solution teams to support account strategy, services growth, and successful transitions from sales to delivery. * Strong understanding of professional services financials, including utilization, margin, forecasting, and revenue attainment. * Excellent written, verbal, and presentation skills, with the ability to clearly communicate delivery status and recommendations to both internal leaders and external executives. * History of building trust and credibility across diverse teams, functions, and levels, navigating complex interpersonal and organizational dynamics with diplomacy. * Ability to operate effectively in ambiguous, fast-paced environments, managing competing priorities while maintaining delivery quality and client confidence. * Demonstrated ability to apply lessons learned and continuously improve delivery outcomes across teams and engagements. * CDW is committed to being an AI-fluent organization * As a leader, you will champion and be accountable for our vision of becoming an AI-fluent organization. We expect leaders to model curiosity, encourage responsible AI adoption, and foster a culture of continuous learning. You don't need deep technical expertise, but you should be comfortable exploring how AI can enhance strategy, decision-making, and team performance. Your role includes guiding others in building confidence and capability with AI tools and practices, while promoting openness to experimentation and shared learning.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice. * About Us * CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do. * Together, we Make Amazing Happen. * CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.

• Design, develop, and configure ServiceNow solutions to support federal program requirements • Build and maintain custom applications, workflows, business rules, and UI policies • Develop and enhance ServiceNow ITOM functionality • Design, develop, and support ServiceNow portals and web-based user experiences, including Service Portal and/or UI Builder • Collaborate with ServiceNow Architects to implement scalable, standards-based solutions • Participate in Agile and SAFe ceremonies, including sprint planning, reviews, and retrospectives • Perform code reviews and ensure adherence to development standards and best practices • Support platform upgrades, patching, and performance tuning • Troubleshoot and resolve ServiceNow defects and production issues • Ensure configurations and customizations align with federal security and compliance requirements • Contribute to technical documentation and knowledge sharing across the team • Support and enhance ITOM knowledge enablement