THIS ROLE IS FULLY REMOTE, IN ANY US STATE

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.

ServiceNow's Americas Customer Excellence Group (AMS CEG) is seeking a Senior Staff Organizational Change Manager to serve as the senior change management authority for one of ServiceNow's highest impact post-sale organizations. This is a strategic, high-visibility individual contributor role embedded in the Office of the COO — responsible for designing and driving the organizational change strategy that enables AMS CEG's transformation, builds stakeholder readiness, and sustains adoption across internal and external audiences.

This role supports AMS CEG's ongoing transformation and strategic initiative portfolio, serving as the change lead who connects workstreams, builds stakeholder readiness, and drives structured, adoption-focused change management and communications across the CEG organization and its key partners. You will build change strategies and plans, assess organizational readiness and impact, manage the sponsor coalition and executive briefings, and ensure change is adopted, embedded, and sustained in line with business goals.

This high-impact role requires a seasoned change management and communications professional who can operate with significant autonomy across multiple levels of a complex global organization — setting strategy alongside senior leadership while executing with precision.

What you'll do

AMS CEG change strategy and stakeholder engagement

• Own AMS CEG's change management strategy — organizational readiness, strategic priorities, transformation milestones, and adoption outcomes — aligned to Global CEG guidance.
• Ensure a cohesive change approach across workstreams, aligning business and operational perspectives.
• Partner with Business Management on integrated change communications across newsletters, all-hands, manager cascades, and LT updates.
• Drive stakeholder impact analysis and engagement planning across all groups, from workstream leads to executive sponsors.
• Develop durable change management frameworks (e.g., ADKAR, Prosci) so the team drives change consistently and independently.

Change planning, communications and enablement

• Manage a change management calendar aligned to milestones, initiative cycles, and business events.
• Develop a full suite of communications materials — executive updates, newsletters, change alerts, FAQs.
• Develop a full suite of change materials — impact assessments, training plans, FAQs, and adoption status decks.
• Run a proactive change enablement program with the OCOO office to keep all org layers ready for AMS and Global initiatives.
• Lead end-to-end organizational change management (OCM) for major initiatives, building adoption and momentum with initiative leads.
• Connect workstreams program-wide so no stakeholder group is left behind in the transition.

Stakeholder engagement and executive briefings

• Build and manage the sponsor coalition, keeping VP, GVP, and C-level leaders informed, aligned, and actively sponsoring change.
• Advise program leadership on change risks, resistance patterns, and mitigation strategies.
• Create external engagement content for the AMS CEG Leadership Team in a consistent, differentiated voice.

Training, enablement, and adoption

• Partner with enablement and training teams to execute role-based training plans that drive proficiency in new processes and tools.
• Run a repeatable adoption-measurement engine tracking usage, proficiency, and sentiment across AMS CEG, CEG Global, Sales, and product teams.
• Develop reinforcement and sustainment campaigns that embed new behaviors and celebrate milestones.

Customer storytelling

• Partner with Marketing to capture and package customer win stories across AMS.
• Run a repeatable engine & tool (portal etc) amplifying customer outcomes across AMS CEG, CEG Global, Sales, product teams, and external events.
• Develop internal storytelling campaigns that humanize the transformation and celebrate milestones.

Change management standards, governance, and tooling

• Define and enforce change management standards — methodology, templates, tone, and approval workflows.
• Serve as the hub for change governance — reducing duplication, tracking readiness and adoption metrics, and ensuring quality consistency.
• Partner with internal comms, HR, IT, and PMO to coordinate change delivery across channels (email, intranet, Teams, video).

Deliverables

• Change Management Strategy & Plan — the enterprise approach connecting sponsorship, communications, training, and resistance management for each initiative.
• Stakeholder Analysis & Sponsor Roadmap — stakeholder mapping and a sponsor engagement plan tied to each phase of the initiative.
• Change Impact Assessments — role- and process-level analysis of what's changing, for whom, and how significantly.
• Communication & Engagement Plans — audience-specific messaging and cadence that keep every stakeholder group informed and engaged.
• Training & Enablement Plans — role-based curricula and delivery schedules that build proficiency in new tools and processes.
• Resistance Management Plan — early identification of resistance points with mitigation tactics for sponsors and change agents.
• Reinforcement & Sustainment Plan — post-go-live activities, including readiness and adoption dashboards, that embed new behaviors and prevent regression.

What you'll need

• 10+ years of progressive experience in organizational change management, transformation, communications or program management within large, global organizations.
• Demonstrated ability to operate at a staff/principal level: setting change strategy, influencing senior stakeholders, and driving org-wide adoption without a management layer.
• Proven experience leading change management for enterprise-wide technology implementations; ServiceNow familiarity is an advantage.
• Track record of building change management programs from scratch in complex, matrixed global organizations.
• Formal change management certification (e.g., Prosci, CCMP, ADKAR) strongly preferred, with strong knowledge of organizational readiness assessment and adoption measurement.
• Exceptional communication, stakeholder management, and presentation development skills.
• Skilled in use of key AI and collaboration tools supporting change management such as Claude, CoPilot, Teams, SharePoint, Loop and others.
• Adept at building cross-functional relationships and influencing across highly matrixed environments.
• Experience in customer success, professional services, or post-sale environments is a plus.
• Detail-oriented with strong organizational and project management skills.
• Comfortable with ambiguity; able to translate complex program data into clear, actionable change plans.
• Fluency in English required.
• Willingness to travel occasionally as needed.

Education

• Bachelor's degree in Organizational Development, Business, Psychology, Communications, or a related field.
• Advanced degree (e.g., MBA or master's in organizational change, organizational psychology, or business) preferred.
• Equivalent professional experience in organizational change management will be considered in lieu of a degree.

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.