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.

This role is required in one of the following locations 2 days per week - San Diego, CA, Orlando, FL, or Montreal, Canada. 

What you get to do in this role:
Be a core part of a new team we are building in San Diego, Orlando, or Montreal. The role of the Senior Organizational Change Management (OCM) Consultant is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value.

As part of the global customer success organization, this role will help customers realize the most value from their ServiceNow implementations through a focus on organizational change management. You will partner with customers who have implemented or are planning to implement any of ServiceNow’s workflow products, driving adoption, mitigating resistance, and ensuring their transformation initiatives achieve maximum business value.

Responsibilities:
You will act as the Organizational Change Management (OCM) subject matter expert, bringing proven strategies and change leadership best practices to help customers successfully navigate organizational change. A career at ServiceNow means challenging yourself to always improve and deliver results that matter.

Key responsibilities may include conducting change readiness assessments, delivering stakeholder engagement plans, and executing strategies to enable smooth transitions. The ideal candidate will be comfortable advising leaders at all levels, developing change materials, and designing communication plans to guide the adoption of solutions.

• Present and deliver one or more OCM accelerator offerings from our portfolio to complex, large enterprise customers remotely.
• Prepare all client-facing deliverables for applicable OCM accelerators.
• Act as the OCM Subject Matter Expert, providing input for the development of new offerings for our OCM accelerator portfolio.
• Engage with customers and manage their requests by scoping the level of effort, fulfilling business requirements, and resolving customer escalations. Activities may include:
  • Conducting change readiness assessments to evaluate organizational preparedness for transformation.
  • Developing change management strategies that focus on adoption, engagement, and measurable outcomes.
  • Designing and executing communications and training plans to ensure stakeholders are informed, engaged, and ready to adopt change.
  • Leading stakeholder alignment workshops to define roles, clarify expectations, and secure commitment to the change journey.
  • Recommending platform-specific solutions in collaboration with Impact colleagues to align technical implementations with organizational needs.
  • Advising leaders on best practices for reinforcing change adoption and overcoming resistance.
• Drive continuous improvements of our service offerings based on delivery experiences.
• Develop and maintain strong working relationships with cross-functional teams.
• Mentor team members and conduct peer reviews.

To be successful in this role you have:

• Enterprise software experience: Familiarity with ServiceNow or other SaaS/PaaS solutions.
• Change leadership expertise: A strong track record of leading and delivering change management initiatives within complex enterprise environments.
• Consulting skills: Previous consulting experience, including facilitating change-related workshops and assessments.
• Organizational readiness assessment: Ability to evaluate organizational maturity, identify areas of resistance, and recommend targeted actions.
• Change execution: Experience with all stages of change delivery, from strategy development to implementation and reinforcement.
• Stakeholder management: Proven experience influencing leaders, setting and managing expectations, and resolving conflicts during times of change.
• Communication planning and execution: Strong ability to develop and deliver clear, compelling change messages for diverse stakeholder audiences.
• Growth mindset: Always eager to learn, adapt, and tackle new challenges and opportunities.
• Critical thinking: Superior problem-solving and analytical skills, with a user-focused, data-driven approach to managing change initiatives.
• Collaboration: Excellent interpersonal skills and experience working with cross-functional teams and multi-level stakeholders.
• Strong communication and presentation skills.

Nice to haves:

• Experience designing and delivering change management solutions specific to the ServiceNow platform.
• Experience leading large-scale transformations, including enterprise-wide implementations.
• Certifications in change management methodologies such as Prosci, ADKAR, or similar frameworks.
• Familiarity with tools like Miro, Mural, or other platforms that facilitate collaboration and change planning.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $147,300 - $223,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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