Job Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Please Note: This position will include supporting our US Public Sector customers.

“This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.

This is a Flexible position based in our Orlando, Florida office. Our Flexible work persona requires a minimum of 2 days per week in the office.

What you get to do in this role: 

• Promote and consistently support the change management process on a global scale.
• The Global Cloud Change Management team is a trusted partner in our Global Cloud Service organization.
• Advocate for our ServiceNow customers while balancing the needs of our Global Cloud Services business.
• Partner and collaborate with internal stakeholders, external partners and customers globally to advocate process improvements and implement effective and resilient solutions.
• Proactively collaborate with Management and peer Change Managers to ensure we meet objectives, key results, and our company priorities.
• Conduct training, coaching and provide guidance of the Change Management process to our Change community.
• Participate in multiple cross-functional projects while maintaining the necessary balance of running day to day tasks.
• Play a key role in requirement gathering and participating on large-scale/high visibility programs and projects, allowing Global Cloud Services to effectively deliver scalable infrastructure solutions.
• Actively facilitate the creation of documentation and other Knowledge resources, while driving compliance with established Knowledge Management policies, practices and standards.
• Good communication is a must. Working with global business partners is a very important aspect of this role and as such, requires someone to clearly articulate messaging to a diverse audience (technical and non-technical).
• Strong teamwork, flexibility and interpersonal skills are a must.
• Strong collaboration and valuing other ‘s ideas and contributions. The role may require looking after 3 different markets along with other Change Managers in the North America region.
• Requires attention to detail as the role requires different forms of reporting, pre & post-implementation review of changes, inter and intra-team discussions around change implementation and audits.
• Chair meeting with the highest level of professionalism, produce the meeting agenda and distribute meeting minutes to stakeholders.
• Participate in external and internal audits as the subject matter expert for Global Cloud Services Change Management, demonstrating adequacy and effectiveness of internal change controls.

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Bachelor's degree or the equivalent in education and experience.
• ITIL Foundation Certification or equivalent knowledge of ITIL/ITSM.
• 4+ years of professional ITIL Change Management experience; demonstrate in-depth knowledge of ITIL Change Management processes, principles, methods and techniques.
• At least 3 years of experience in managing/supporting enterprise-level software applications.
• Requires 3 years of business analyst experience of which at least 2 years mainly in business analysis with a focus on gathering requirements, process improvements and solution design.
• Strong business partnership experience is preferred, with a proven track record of successfully driving cross-functional initiatives, enhancements and support issues.
• High energy, self-starter, hungry for learning new technologies and ability to promote transformational and sustainable change.
• Strong facilitation, communication, and influencing skills.
• A strong desire for continuous improvement and drive to achieve goals.
• The ability to learn quickly, be curious, open to feedback and be highly adaptable.
• Provide after-hours and weekend on-call support for escalated situations; participate in on-call rotation with other Change Managers in other regions around the world.
• Bachelor's degree or the equivalent in education and experience.
• Occasional travel may be required.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work.  Learn more here .

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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