Change 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 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