ServiceNow Organizational Change Management (OCM) Specialist

Job Description:

We are looking for an experienced Change Management professional with a strong understanding of ITIL processes and Change Management practices. The candidate should have hands-on experience with ServiceNow (SNOW) for managing change requests, coordinating CAB meetings, assessing change risks, and ensuring changes are implemented smoothly with minimal impact on IT services.

Key Responsibilities:

• Manage and track change requests using ServiceNow.
• Follow ITIL Change Management processes and procedures.
• Coordinate Change Advisory Board (CAB) meetings and approvals.
• Assess change risks, impacts, and implementation plans.
• Monitor change implementation and ensure proper documentation.
• Ensure compliance with change policies and procedures.
• Coordinate with relevant teams for change scheduling and implementation.

Job Description

Training Lead

We are looking for a highly experienced Change Management & Training Lead with over 20 years of experience to establish and scale a dedicated sub-practice for Training & Change Management within the organization.

This role requires strong expertise in organizational change management (OCM), learning strategy, and end-user enablement, with the ability to drive business adoption (BOS) across large-scale transformation programs. The ideal candidate will lead the design and execution of end-user training frameworks, communication strategies, and change adoption initiatives, ensuring seamless transition and sustained value realization.

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Key Responsibilities

1. Practice Development & Strategy

•             Define and establish a Training & Change Management sub-practice, including vision, offerings, and roadmap

•             Develop service frameworks, methodologies, and reusable assets for:

o             Organizational Change Management (OCM)

o             End User Training (EUT)

o             Business Adoption Services (BOS)

•             Build a scalable operating model, including governance, tools, and best practices

•             Identify opportunities to integrate change management into enterprise transformation programs

•             Drive continuous improvement and maturity of the practice

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2. Change Management Leadership

•             Lead end-to-end change management strategy and execution across large transformation initiatives

•             Conduct change impact assessments, stakeholder analysis, and readiness assessments

•             Develop and execute change strategies, communication plans, and adoption roadmaps

•             Ensure alignment between business objectives and change initiatives

•             Monitor and track adoption metrics, business outcomes, and change effectiveness

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3. Training Strategy & Execution

•             Define enterprise-wide training strategy and learning frameworks

•             Design and implement end-user training programs (role-based, system-based, and process-based)

•             Develop training materials, e-learning modules, and digital adoption tools

•             Ensure effective training delivery models (instructor-led, virtual, on-demand)

•             Drive training effectiveness measurement through feedback, assessments, and adoption KPIs

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4. Business Adoption & Transformation Enablement

•             Drive Business Ownership & Adoption (BOS) for new systems, processes, and platforms

•             Ensure smooth transition of users from legacy to new systems

•             Establish adoption frameworks ensuring high user engagement and productivity

•             Collaborate with program teams to ensure change and training are embedded into delivery lifecycle

•             Enable sustained adoption and continuous user support mechanisms

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5. Stakeholder & Client Engagement

•             Act as a trusted advisor to senior stakeholders, business leaders, and clients

•             Lead change workshops, training sessions, and leadership alignment meetings

•             Collaborate with program managers, architects, and business teams to align change initiatives

•             Manage complex stakeholder landscapes and ensure effective communication

•             Support RFPs, proposals, and solutioning for change management and training services

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6. Governance & Quality Assurance

•             Establish and enforce change management governance frameworks

•             Define and track KPIs for change success, training effectiveness, and business adoption

•             Ensure quality and consistency of training content and change deliverables

•             Conduct periodic reviews, audits, and health checks for ongoing initiatives

•             Mitigate risks related to user adoption, resistance, and organizational readiness

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7. Technology & Tools Enablement

•             Leverage tools for learning management systems (LMS), digital adoption platforms (DAP), and content management

•             Integrate automation, analytics, and AI-enabled learning tools into training delivery

•             Utilize data-driven insights to improve change strategies and training outcomes

•             Stay updated with emerging trends in learning technologies and change management practices

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Preferred Experience

•             Proven experience in building and scaling a Change Management & Training practice

•             Strong track record in large-scale digital transformation programs

•             Experience in domains like Travel, Transportation, Hospitality, or Enterprise IT (preferred)

•             Exposure to ERP, CRM, or large enterprise platform implementations

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Key Competencies

•             Strategic thinking and execution capability

•             Strong leadership and team-building skills

•             Expertise in driving user adoption and behaviour change

•             Excellent communication and stakeholder management

•             Ability to operate in complex, multi-program environments

•             High ownership and influence without authority

Service Owner - SPM 

Work Location: Gurgaon 

Experience: 6–10 Years (Mid to Senior Level) 

Job Description 

We are looking for a skilled ServiceNow Service Owner with strong hands-on experience in Strategic Portfolio Management (SPM) to support enterprise-level implementations. The role involves process understanding and cross-functional team collaboration to deliver optimized ServiceNow SPM solution aligned with client needs. 

Key Responsibilities 

Must Have: 

Experience on Demand Management, Project Management, Program Management, Portfolio Management, Resource Management, Time Management, and Strategic Planning capabilities. 

Experience in Solution Designing and collaborating with stakeholders to understand business requirements and design SPM solutions within the ServiceNow platform. 

Experience in Configuring ServiceNow SPM modules, workflows, forms, and user interfaces to align with project and portfolio management processes and requirements. 

Experience in Integrating ServiceNow SPM with other systems e.g. CRM or ERP or third-party service providers. 

Experience in developing and implementing workflows to automate project and portfolio management processes in SPM Module. 

Support enhancements to project, demand, resource, financial, and portfolio processes. 

Reporting and Analytics: 

Support portfolio, project, resource, demand, and financial reporting requirements.  

Configuring dashboards, reports, and analytics within ServiceNow to provide insights into customer service performance, trends, and areas for improvement. 

Experience in designing intuitive and user-friendly interfaces for project and resource managers, and end-users to enhance their experience and productivity within the ServiceNow platform. 

Hands on knowledge on Business Rules, Script Includes, Client Scripts, UI Policies. 

Hands on experience on Workspaces and its configurations. 

Experience in communication, documentation, and business stakeholder management. 

Good to Have: 

• Experience with REST/SOAP API integrations, including transforming data and building inbound/outbound interfaces. 
• Scripting experience in Glide API. 
• UI Builder development experience. 
• Proficiency in building automation using Flow Designer and Integration Hub.