Change Management, Adoption and Transformation Manager

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
Change Management, Adoption and Transformation Manager, CSS Technology and Services - AMS
At ServiceNow, we make the world work better for everyone. Our Customer Service & Support (CSS) team is at the heart of that mission, ensuring our customers have seamless, efficient, and exceptional experiences. We are looking for a Change Management & Adoption Manager to drive transformation, enhance operational efficiency, and ensure our teams embrace change with confidence and clarity.
If you're ready to help shape the future of CSS by driving meaningful change and empowering teams to thrive, we'd love to hear from you!
What you get to do in this role:

• Lead Change Strategy - Develop and execute change management frameworks that drive successful adoption of new processes, tools, and initiatives across CSS.
• Develop executive and strategic communications including presentations - ideally in an agile context.
• Drive cohesive approach for change and adoption across platforms - Work closely with CSS business leads, project managers, business product managers, TAS leaders, communications and other teams
• Drive Engagement & Adoption - Build tailored communication, enablement, and reinforcement strategies to ensure employees understand, adopt, and sustain changes.
• Partner with Stakeholders - Collaborate with leaders across CSS, Product, Digital Technology, and other functions to align change initiatives with business goals. Determine program scope, severity and receptivity and plan accordingly.
• Optimize Communication - Craft clear, compelling messaging to ensure transparency, reduce friction, and foster a culture of continuous improvement.
• Measure Impact - Define and track key adoption metrics to assess change effectiveness and identify areas for improvement.
• Enable Champions - Activate a network of change champions across CSS to amplify adoption efforts and drive sustained engagement.

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.
• Experience leading change management and adoption efforts in a fast-paced, customer-focused environment.
• Strong ability to influence, engage, and drive alignment across cross-functional teams.
• Proven expertise in developing structured change strategies, communications, and enablement plans.
• Ability to analyze adoption metrics and translate insights into action.
• Passion for helping teams navigate change with clarity, confidence, and enthusiasm.
• A self-driven team player who confidently connects dots to drive change and manages multiple projects at once while maintaining a laser focus on priorities.
• A poised professional comfortable advising executive and building consensus while juggling multiple priorities and tight timelines without compromising quality
• A data-driven, creative problem solver who is passionate about elevating the employee experience and creating a culture of inquisitiveness and fact-based decision making
• An eager and consistent learner who is open to feedback and interested in continuous improvement; you thrive with change & ambiguity.
• A change agent who brings a consulting mindset to everything you do and how to improve the status quo.
• Change Management certification from an accredited provider such as PROSCI, Association of Change Management Professionals or Association for Talent Development.

Basic Qualifications:

• 6+ years of work experience in change, strategy and/or transformation role within a fast-paced, dynamic environment, preferably a consultancy

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Additional Information
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 and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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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