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.

Benefit options available through Magnit Global, depending on contract factors and upon meeting requirements.

The Role

This is an opportunity for a collaborative, systems thinker and hands-on transformation practitioner to lead Organizational Change Management (OCM) for a critical technology program within ServiceNow’s Customer Success organization.

This role is accountable for defining and delivering the OCM strategy and execution for the Customer Success Platform (CSP) -  a new internal platform that will transform how all customer facing roles across CEG operate.

Sitting at the intersection of technology delivery, transformation, and adoption, you will partner closely with CEG Internal Tech & BI to ensure change planning is fully aligned with product development, release cycles, and data insights.

Working with Internal Tech & BI, DT, Strategic Initiatives and Geo teams, you will embed OCM across the end-to-end platform lifecycle  - from design through release and adoption, ensuring CSP is successfully implemented, adopted, and sustained.

Responsibilities

• CSP OCM Ownership: Own and deliver the end-to-end OCM strategy and plan for CSP, aligned to product releases and program milestones; define adoption KPIs and success measures
• Tech Program Integration: Partner with CEG Internal Tech & BI to align change activities with delivery, translating platform features into clear business impacts
• Delivery Partnership: Work cross functionally to ensure change is embedded in design, build, and release decisions
• OCM Execution: Lead stakeholder analysis, change impact assessments, adoption planning, communications, and reinforcement strategies across releases
• Stakeholder Engagement: Act as the primary OCM interface across business and tech stakeholders, driving alignment and readiness
• Adoption & Enablement: Design and deliver adoption strategies, training, and communications to drive CSP usage and proficiency
• Insights & Measurement: Leverage BI to track adoption, usage, and engagement; refine strategies based on data and feedback
• Governance & Reporting: Develop executive-ready updates, track progress, and manage risks and dependencies
• Sustainment: Lead post-release adoption and embed CSP into ongoing ways of working

Skills

Required:

• Proven experience leading OCM for technology platforms or digital transformation programs
• Strong understanding of product delivery lifecycles
• Experience driving adoption of internal platforms or enterprise systems
• Experience leveraging AI and data to enhance decision-making and adoption insights
• Strong analytical, communication, and stakeholder management skills
• Ability to translate technical concepts into clear business messaging
• 8–12+ years of experience in strategy, transformation, OCM, or customer success in a global organization

Preferred:

• Experience driving strategy, transformation, and change adoption in a SaaS product company.
• Familiarity with structured change frameworks (e.g., Prosci / ADKAR, or similar).
• Understanding of ServiceNow’s products, platform, and operating model.
• Familiarity with transformation governance, initiative management, and agile ways of working.

Education

• 8–12+ years of experience in strategy, transformation, OCM, or customer success in a global organization

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.