Change Management, Adoption and Transformation Manager, CSS Technology and Services

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.

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. 

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.  

To be successful in this role you have:

• 6-8+ years of work experience in change, strategy and/or transformation role within a fast-paced, dynamic environment, preferably a consultancy 
• 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, program management, and stakeholder management abilities, including excellent persuasion and presentation skills  
• Advanced level MS Office (PPT, Excel, Word) and creative development skills to rapidly develop visually and verbally engaging deliverables  

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! 

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $121,700 - $213,000, 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.

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. Learn more here.

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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