Our vision is to transform how the world uses information to enrich life. Join an inclusive team passionate about one thing : using their expertise in the relentless pursuit of innovation for customers and partners.
The solutions we build help make everything from virtual reality experiences to breakthroughs in neural networks possible.
We do it all while committing to integrity, sustainability, and giving back to our communities. Because doing so can fuel the very innovation we are pursuing.
The ServiceNow Program Org Change and User Experience Lead will manage and perform organizational change management efforts related to the rollout of ServiceNow applications, features, and platform capabilities to a global enterprise environment.
This lead will also work with program and other stakeholders to drive continuous improvement of the platform User Experience based on usage data, interactions with users and stakeholders, and alignment to program vision.
This role will require a combination of both leadership and change skills as well as hands on data analysis and the ability to craft and steer a customer focused world class user experience.
Supported Product Stack :
IT Service Management (ITSM)
HR Service Delivery (HRSD)
IT Operation Management (ITOM) Discovery & Service Mapping
Software Asset Management (SAM)
Hardware Asset Management (HAM)
Configuration Management (CMDB)
Governance, Risk & Compliance (GRC)
Security Operations (SecOps)
App Engine & Custom Application Development
What you’ll do :
Apply a structured change management approach (Prosci ADKAR model) for the people side of change caused by projects and change efforts.
Work with the Product Owners to define and execute actionable and targeted change management activities (communication, training, program SharePoint site, stakeholder management support, etc) to enable the program roadmap.
Work closely with sponsors, platform tenant teams, and the Champion community to support changes and the delivery of new capabilities and enhancements to the ServiceNow platform.
Coordinate with stakeholders, teams, and the IT communication team for announcements, news / newsletter, conducting surveys, and sending out communications to local and global audiences.
Manage training plans, activities, and documentation including the training website; training credits; templates for training decks and reference guides;
and coordinating with other training and org change personnel.
Measure, analyze, and seek to understand adoption, utilization, and proficiency of changes and the user experience of platform applications, websites, and the overall ServiceNow service.
Conduct ongoing research to better understand the needs of our customers.
Leverage platform data, user assessments, and other feedback to track adoption, utilization, and proficiency of changes to help ensure the most value is being derived from the system.
Leverage Design Thinking and Agile / Lean practices, and work with Product Owners and users to help the program understand requirements and build iterative solutions which meets the needs of tenant teams, departments, and leaders.
Leverage design techniques including mockups / wireframes, prototyping, story boards, story mapping process flow, and agile incremental design to help guide application and overall platform user interface and interaction for both new and existing capabilities.
Define and maintain UX criteria and guidelines for the development of custom solutions built on the ServiceNow platform;
ensure alignment to internal branding and other guidelines.
Propose creative UX solutions for both web and mobile solutions adhering to the platform technical framework and governance.
May be responsible to lead and / or participate in process audits and manage outcomes.
Show an understanding of how people go through a change and the change process, and how to apply standard change management methods, tools, and frameworks.
Possess outstanding communication skills and articulate messages to a variety of audiences both vertically and horizontally.
Flexible and adaptable are terms that describe you; you’re able to work in ambiguous situations and determine a path forward
Have familiarity with traditional project management approaches and especially Agile / DevOps practices, tools, and delivery workflow.
Detail oriented critical thinker who likes being outside the box but able to work productively within established processes.
Organizational Change Management and UX design, facilitation, and management experience in a global enterprise context.
Basic knowledge of human and usability factors in Human Computer Interaction (HCI).
Prefer experience with web UI design and wireframing, web design, graphic design and videography, and related in established industry products.
Excellent organizational skills and communication skills, with an emphasis on the ability to discuss technical issues with both technical and non-technical people.
Able to be self-directed, quick learner, flexible and adaptable, and transparent; but also able to be part of a team and work constructively with consensus.
Prefer a working knowledge of ITIL Framework and adherence to ITIL principles.
Must Have’s :
7-12 years of experience in IT industry; expect a self-starter and a servant leader mentality.
4+ years running significant and complex, cross functional enterprise level process and technology organizational change efforts in the high-tech industry
4+ years in the setup, design, and performance of UX activities.
Experience working within TFS / Azure DevOps or other similar tools
Experience working in an Agile Scrum environment; working with User Stories and collaborating with other team members in standard Agile ceremonies.
Strong written and verbal communication, conflict resolution, and servant leadership skills.
Strong facilitation skills and techniques
Experience creating and managing documentation, communication, and internal SharePoint sites in business-relevant language.
Highly prefer 3-5 years’ experience working in ServiceNow across the supported application stack.