People Change Manager - ServiceNow

Key Responsibilities

Change Management Strategy:

Develop and implement a comprehensive change management strategy for ServiceNow projects, including identifying stakeholders, assessing change impact, and defining success metrics.
Collaborate with project teams to ensure alignment of change management activities with project timelines and objectives.

Communication And Stakeholder Engagement

Create and execute communication plans to keep stakeholders informed about changes, benefits, and progress related to ServiceNow implementations.
Engage with key stakeholders, including executives, department heads, and end-users, to gain buy-in and address concerns.

Training And Education

Design and deliver training programs and materials to enable end-users to effectively use ServiceNow applications.
Customize training content to meet the specific needs of different user groups.

Resistance Management

Identify and address resistance to change by working closely with individuals and teams to mitigate concerns and facilitate a smooth transition.
Monitor and evaluate the effectiveness of change interventions and adjust strategies as needed.

Metrics And Reporting

Define key performance indicators (KPIs) and develop reporting mechanisms to track the adoption and success of ServiceNow solutions.
Provide regular progress updates and reports to project teams and senior management.

Documentation

Maintain comprehensive documentation of change management plans, processes, and outcomes.
Capture lessons learned to inform future change initiatives.

Minimum Requirements

Bachelor's degree in business administration, Organizational Development, or related field (master's degree preferred).
Proven experience in change management, ideally in the context of ServiceNow or similar IT service management tools.
Strong understanding of organizational change principles, methodologies, and best practices.
Excellent communication and interpersonal skills.
Ability to work collaboratively in cross-functional teams.
Proficiency in project management tools and change management software.
Certification in change management (e.g., Prosci, ACMP) is a plus.
Familiarity with the ServiceNow platform and its applications.

Desired Skills