ServiceNow Change Manager

In the context of being a resilient and competitive global trading nation and guided by CLIENT’s Digital Roadmap, scalability is essential to achieving our 2030 Strategy. To support this, our client is implementing several key platforms to streamline services, reduce response times and personalize interactions across channels enhancing both customer and employee experiences. ServiceNow is one of the major platforms for the client will leverage as part of this transformation.

Our client is seeking a change management consultant with prior experience supporting ServiceNow implementations to be part of project implementation teams to provide direct change management support to impacted teams and to provide best practices in providing ServiceNow change management support to client’s internal change management team.

Primary Responsibilities

Provide hands-on change management support to ServiceNow implementations. In collaboration with our client’s Digital Change Portfolio lead, leverage change management approach to deliver:

• Initiative-specific change canvas: define change purpose, overview of what’s changing and for whom, change activities and action plans

• Stakeholder Impact Assessment: further identifying key stakeholders and super users, and their impacts

• Change Plan: Sequence change activities with project timelines and milestones (as part of the ServiceNow Implementation Roadmap)

• Change Story: Build initiative-level Change Story

• Kick-off materials: to be used to Kick-off projects with impacted groups, introduce the change and establish feedback loops.

• Change risk and mitigation plan

• Communications & Engagement Plan: Communicate the change to end-users: including status workshops, QA sessions, check-ins, pre- & Go-Live announcements, risk management, impact updates to other teams, recognitions & celebrations

• Stakeholder Readiness Tracker/Survey: Pulse-check team readiness

• Training Plan: Facilitate and support end-user training and platform demo activities with project team (providing oversight, resource materials, and session participation)

• Adoption Plan: Help teams understand how to use ServiceNow effectively for their workflows; collaborate with platform admins to resolve blockers; collect adoption metrics and user feedback and report on engagement and satisfaction, where applicable.

• Lessons Learned Document and Sustainment Plan

• Satisfaction and Benefits Realization Assessment: In collaboration with the project team: participate in Hypercare; Collect data and insights on change KPIs to include in postmortem (e.g., survey results, communications metrics, participant feedback, and key learnings)

Specific Project Requirements 

·       Will be supporting ServiceNow implementations – knowledge of this platform is required

·       Upskill Client’s internal change management team on best practices for providing change management support for implementations of ServiceNow’s Customer Service Management, Case Management, and Integrated Risk Management modules, among others