Business Transformation and Change Management Lead

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're proud to be one of FORTUNE's 100 Best Companies to Work For® and World's Most Admired Companies® 2022.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

We are seeking a Business Transformation and Change Management Lead with strong Lead to Cash experience working across Field/digital sales (direct & overlay), Sales/GTM Operations, Marketing, Customer Outcomes and Renewals to be part of the Transformation & Adoption Office (TAO) in the Global Operations organization. This role is critical to the success of the overall Digital Innovation and Transformation team which aims to digitize our internal sales experience, processes, technology and support our GTM (Go-to-Market) transformation programs. Specifically, this role will be expected to lead large platform driven business transformations beginning with our Customer Relationship Management (CRM) and Sales Data & Analytics (D&A) initiatives. The ideal candidate will have a passion for serving our digital and field sales, GTM operations, and extended teams obsessing over making their world of work, work better for them.

What you get to do in this role:

• Contribute to the overall Transformation & Adoption Office (TAO) vision & strategy by leading persona assessments, communications, training, and overall adoption strategy across our Customer Relationship Management (CRM) and Data & Analytics (D&A) initiatives  
• Be a storyteller connecting across efforts to the value being delivered for the business and WIIFM for end users
• Support the translation of strategic direction and business objectives into holistic change strategies for all GTM personas involved
• Design agile change plans that will help each impacted persona change their culture and ways of working to prepare them for the future
• Develop human-centered methodologies to create consistent, best-in-class experiences that bring our x-functional teams into the digital world
• Build and nurture influential change networks to generate awareness and engagement
• Use leading practice change tools and methodologies including:
  • Predictive and organizational analytics; behavioral diagnostics
  • Engagement, collaboration, and facilitation tools (i.e., Mural, Mentimeter)
  • Design user personas and journey maps
  • Employee learning and new skilling platforms
• Execute transformation strategy leveraging a shared service of change managers, enablement, and communications resources
• Manage status and execution of change strategy and report on progress, delays, wins, and issues to leadership
• As appropriate, troubleshoot and mitigate blockers and delays within transformation change strategy

Qualifications

• 8-10 years of field sales and sales operations business partnering experience with a minimum Bachelors’ degree
• Previous experience implementing CRM (on the business side for GTM stakeholders) and supporting business processes & policies to achieve the desired outcome(s). Experience with Microsoft Dynamics CRM is a plus
• Experience in planning, coordinating, and delivering end to end change management of large-scale business and technology projects with multiple concurrent streams, across multiple geographies
• Understanding and experience with lead to opportunity, opportunity management, a