You will define and own the ServiceNow transformation vision, aligning enterprise business objectives with digital modernization goals.
Responsibilities
Translate business requirements into ServiceNow-ready artifacts, decomposing process definitions into epics, features, user stories, and acceptance criteria.
Lead process discovery and design workshops to validate current state gaps and define future state workflows.
Lead large, multi-workstream transformation programs, coordinating architects, developers, testers, and process teams.
Govern scope, timelines, dependencies, and risks across releases to ensure predictable delivery at scale.
Partner with Organizational Change Management teams to drive adoption, training, and communication.
Required Skills
10+ years of IT or digital transformation experience, with 5+ years leading ServiceNow programs.
Proven experience delivering enterprise-scale ServiceNow transformations across multiple modules.
Strong functional knowledge of ServiceNow ITSM (mandatory).
Experience working with global delivery teams and complex stakeholder environments.
Knowledge of ITIL framework and best practices.
Deep understanding of ServiceNow governance, release management, and best-practice architecture.
Excellent stakeholder management and communication skills.
Bachelor's degree.
Preferred Skills
Strong functional knowledge of ServiceNow Platform capabilities.
Ability to define and track transformation KPIs such as adoption rates, SLA improvements, automation coverage, and CSAT.