Sr Business Process Analyst

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.

What you get to do in this role:  

As Global Cloud Change Manager, you will support our modernization journey by managing change programs that introduce automated and AI capabilities responsibly and effectively. This role ensures smooth transitions to new digital and AI-enabled services that enhance customer experience and operational efficiency.

• Promote and support change management processes at a global level. The Change Management team is a trusted partner in our Global Cloud Service organization.
• Partner and collaborate with internal stakeholders, external partners and customers globally to address process improvement and implement effective and resilient solutions.
• Proactively collaborate with global Senior Management and peer Change Managers to ensure we meet OKRs and company priorities.
• Provide training, coaching and guidance of Change Management process to the Global Change Community of users.
• Participate, influence and lead cross-functional or multiple projects while maintaining the balance of running BAU tasks.
• Play a key role in defining requirements and participating in large-scale/high visibility programs and projects, allowing Global Cloud Services to effectively deliver scalable infrastructure solutions.
• Provide input, document requirements and support the design and delivery of training programs.
• Actively facilitate the creation of documentation and other Knowledge resources, while driving compliance with established Knowledge Management policies, practices and standards
• Good communication is a must. Dealing with business partners around the globe is a very important aspect of this role.
• Strong teamwork, flexibility and interpersonal skills are a must. Strong collaboration and valuing other ideas and contributions. The role will require looking after different environments along with other Change Managers globally.
• Requires attention to detail as the role requires different forms of reporting, pre & post-implementation review of changes, inter and intra-team discussions around change implementation and compliance audits.
• Chair the Change Advisory Board (CAB) & Standard Change Committee meetings, produce the meeting agenda and distribute meeting minutes to stakeholders.
• Participate in external and internal audits as the subject matter expert for Global Cloud Change Management, demonstrating adequacy and effectiveness of internal change controls.

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 working with AI-powered tools (e.g., Copilot, ChatGPT,etc) or implementing AI readiness programs.
• Bachelor's degree or the equivalent in education and experience.
• ITIL Foundation Certification or equivalent knowledge of ITIL/ITSM
• 5+ years of professional ITIL Change Management experience; demonstrate in-depth knowledge of ITIL Change Management processes, principles, methods and techniques.
• At least 5 years of experience in managing/supporting enterprise-level software applications.
• Strong business partnership experience is preferred, with a proven track record of successfully driving cross-functional initiatives, enhancements and support issues.
• High energy, self-starter, hungry for learning new technologies and ability to promote transformational and sustainable change.
• Strong facilitation, communication and influencing skills.
• A strong desire for continuous improvement and drive to achieve goals.
• The ability to learn quickly, be curious, open to feedback and be highly adaptable.
• Provide after-hours and weekend on-call support for escalated situations; participate in on-call rotation with other Change Managers in other regions.
• Occasional travel may be required (very rare at this point)

JV20

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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