Cloud Migration Manager - Federal

Company 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 Federal Government Cloud Infrastructure.

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

ServiceNow is building an exciting team (GCS Cloud Migration Services) to facilitate, and ultimately automate, a seamless customer migration experience.  

The Cloud Migration Manager will guide a desired customer instance through the various steps required to be executed properly.  The mission is focused on end-to-end orchestration and visibility, partnering with the right internal teams or external customers to make the required steps happen.

What you get to do in this role: 

• Track and report on status of migration requests from initial trigger to completion
• Take whatever steps are required to assign work items properly across teams, monitor for timeline execution, establish SLAs where needed.  This may include creating and assign change tasks for changes that track migration, checking for status updates, and hounding owners if SLAs are breached.
• Directly engage with customers to explain the migration process, build customer confidence in ability to execute, and push through customer resistance where needed to achieve our migration objectives.
• Directly engage with teams/systems outside of GCS where needed.  Ex: If an entitlement check is needed and not yet automated, do the check and talk with anyone required to do it properly.
• Be the process owner for how moves should be executed from an end-to-end perspective such that the group is positioned to provide automation requirements for areas that can be automated.  In this sense the vision of the group is that it starts as a group directly doing/owning manual steps to ensure a successful move.  Over time they define automations which when completed make the group far more efficient and push them into a role of monitoring and resolving exceptions only. 
• Identify opportunities to automate where appropriate.

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.
• 5+ years of experience working with SaaS Cloud Infrastructure environments with a Bachelor's degree; or 3 years and a Master's degree; or equivalent work experience.
• Previous experience with ServiceNow Cloud Infrastructure is strongly preferred
• A solid foundation in Project Management
• Comfortable in a technical environment
• Comfortable in a customer-facing role with a customer-first mentality.
• Critical thinking, analysis, troubleshooting, and problem-solving expertise
• Ability to communicate with and manage stakeholders outside the enablement organization, build a team of advocates
• Strong written and verbal communication skills with proven ability to initiate and manage relationships with customers at all levels
• Ability to work independently and as part of a team in a highly dynamic and fast-paced environment
• A ‘can do’ attitude to fast-paced and dynamic situations, challenges and customers
• This position could have some on-call rotation work to cover production instance migrations as needed on a Friday or Saturday evening.

  GCS-23

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 and their assigned work location.