Senior Manager - ServiceNow Innovation Lead

Job Title: Senior Manager - ServiceNow Innovation Lead

Career Level: E 

The ServiceNow Innovation Lead is a leadership role where you will drive the exploration and evaluation of new product ideas across our current focus and beyond. A pivotal role in the future proofing ServiceNow Digital Technology, you will be responsible for partnering with our Leadership, Service Owners, Business Users and our colleagues to build a product innovation pipeline, evaluation framework and process, and the team to execute it for the organization.

Key Responsibilities:

The ServiceNow Innovation Lead will be responsible foridentifying, evaluating, and implementing new and innovative ServiceNow solutions that drive business value and improve operational efficiencies. The responsibilities will include:

• Innovation Strategy: Develop and execute an innovation strategy for leveraging the capabilities of the ServiceNow platform to drive business growth and improve operational efficiency.

• Solution Ideation: Lead brainstorming sessions and collaborate with cross-functional teams to identify innovative solutions and opportunities for process improvement using ServiceNow.

• Research and Analysis: Stay up to date with emerging trends, technologies, and industry best practices related to ServiceNow. Conduct research and analysis to identify potential areas for innovation.

• Proof of Concept Development: Design and develop proof of concepts (POCs) to showcase the potential value and feasibility of innovative solutions using ServiceNow. Coordinate with technical teams to implement and test POCs.

• Project Management: Drive the end-to-end innovation lifecycle, including project scoping, planning, execution, and monitoring. Collaborate with stakeholders to ensure successful implementation of innovative solutions.

• Stakeholder Engagement: Build and maintain strong relationships with key stakeholders within ECS & in federated teams, including business leaders and ServiceNow vendors. Engage with stakeholders to understand their needs, gather feedback, and align innovation initiatives with business objectives.

• Change Management: Develop change management strategies along with the Change Management Lead to facilitate the adoption of innovative solutions. Provide guidance and support to teams during the implementation process to ensure successful integration with existing systems and processes.

• Performance Monitoring: Track and measure the performance and impact of implemented innovations. Analyze data and metrics to identify areas for improvement and optimization.

• Requirement Gathering: Collaborate with clients or internal stakeholders to understand their requirements for creating applications and workflows using the ServiceNow platform. Conduct interviews, workshops, and analysis to gather detailed business and technical requirements.

• Solution Design:Leverage your expertise in ServiceNow and best practices to design comprehensive and efficient solutions for creating applications and workflows. Configure and customize the ServiceNow platform to meet the identified requirements, including forms, tables, workflows, automations, integrations, and reporting.

• Application Development: Design and develop custom applications and modules within the ServiceNow platform to address specific business needs. Create user-friendly interfaces, forms, and workflows to enable users to interact with and manage data effectively.

• Workflow Automation: Design and implement workflows using ServiceNow's workflow engine. Automate business processes and approvals, ensuring efficient and streamlined operations. Configure notifications, escalations, and task assignments to support smooth workflow execution.

• Integration and Data Management: Collaborate with technical teams to integrate ServiceNow with other systems and databases, ensuring seamless data exchange and synchronization. Design and configure data management processes to maintain data integrity and security.

• Documentation and Knowledge Management: Create detailed documentation, including solution designs, configurations, and user guides. Contribute to the organization's knowledge base by documenting best practices, troubleshooting techniques, and lessons learned.

• Training and Support: Curate training programs and materials partnering with internal L&D teams to larger Enterprise on the benefits and functionalities of innovative solutions built on the ServiceNow platform. 

Provide training sessions and workshops to educate end-users and stakeholders on how to effectively use the ServiceNow platform for application creation and workflow management. Provide ongoing support and assistance to users, addressing any questions or issues that arise. Build & Run the ServiceNow Community of Practice

• Citizen Developer Strategy: Create & own the citizen development strategy for ServiceNow.

About the Candidate

• ServiceNow Expertise: In-depth knowledge and experience with the ServiceNow platform, including its various modules, workflows, and integrations. Certification in ServiceNow administration and development is desirable.

• Innovation Mindset:Demonstrated ability to think creatively, identify opportunities for improvement, and develop innovative solutions using ServiceNow. Proven track record of driving successful innovation initiatives.

• Project Management Skills: Strong project management skills with the ability to lead cross-functional teams, manage timelines, and deliver results within budget and schedule constraints.

• Communication and Collaboration: Excellent verbal and written communication skills, with the ability to effectively engage and collaborate with stakeholders at all levels of the organization.

• Analytical Thinking: Strong analytical and problem-solving skills, with the ability to analyze complex issues, gather insights from data, and make data-driven decisions.

• Business Acumen: Solid understanding of business processes and the ability to align innovation initiatives with organizational goals and objectives.

• Change Management Experience: Familiarity with change management principles and practices. Experience in driving organizational change and adoption of new technologies.

• Continuous Learning: A passion for staying updated on the latest trends and advancements in ServiceNow and related technologies. Willingness to continuously learn and acquire new skills.