Change Management, Adoption and Transformation Manager

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 youre ready to help shape the future of CSS by driving meaningful change and empowering teams to thrive wed 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.

What You Bring:

• 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. 

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 AIs potential impact on the function or industry.
• Highly motivated proactive authentic committed creative and inclusive team player 
• Experience executing complex high-profile strategic programs from end to end preferably in the tech space
• Excellent communications project management and stakeholder management abilities including excellent persuasion and presentation skills 
• 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
• Advanced level MS Office (PPT Excel Word) and creative development skills to rapidly develop visually and verbally engaging deliverables

FD21

#CSTAS

For positions in this location we offer a base pay of $135300 - $236800 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 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 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. 

From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. 

Remote Work :

Yes

Employment Type :

Full-time