ServiceNow Change Manager

Overview

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 key platforms to streamline services, reduce response times and personalize interactions across channels, enhancing both customer and employee experiences. Service Now is one of the major platforms the client will leverage as part of this transformation.

Our client is seeking a change management consultant with prior experience supporting Service Now implementations to join project implementation teams to provide direct change management support to impacted teams and to provide best practices in delivering Service Now change management to the client’s internal change management team.

Primary Responsibilities

• Provide hands-on change management support to Service Now implementations. In collaboration with our client’s Digital Change Portfolio lead, leverage change management approaches 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 identify key stakeholders and super users, and their impacts

• Change Plan: sequence change activities with project timelines and milestones (as part of the Service Now Implementation Roadmap)

• Change Story: build initiative-level Change Story

• Kick-off materials: materials 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 the project team (providing oversight, resource materials, and session participation)

• Adoption Plan: help teams understand how to use Service Now 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 Service Now 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 Service Now’s Customer Service Management, Case Management, and Integrated Risk Management modules, among others

Skills

Skills Required:

• Experienced change manager who has developed and implemented change management plans to support digital transformation projects including:

• Change management support for Service Now implementations

• Workshop facilitation

• Complex stakeholder management

Assets:

• Experience working services, federal crown corporation