Description

You will define and lead enterprise ServiceNow transformation programs, aligning digital modernization goals with business objectives across multiple workstreams.

This role is hybrid.

Responsibilities

• Translate business requirements into ServiceNow-ready artifacts, decomposing processes into epics, features, user stories, and acceptance criteria.
• Lead process discovery and design workshops to validate current state gaps and define future state workflows.
• Coordinate architects, developers, testers, and process teams to govern scope, timelines, dependencies, and risks.
• 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.
• Strong functional knowledge of ServiceNow ITSM (mandatory).
• Proven experience delivering enterprise-scale ServiceNow transformations across multiple modules.
• Deep understanding of ServiceNow governance, release management, and best-practice architecture.
• Knowledge of ITIL framework and best practices.
• 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.

Key Skills

Education

Bachelor's degree