Sr. Mgr, Change Manager – Finance Product - job 1 of 2

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.

The Team

The Finance Business Product Management Organization is transforming the way business outcomes are achieved by leveraging scale, agility, and efficiency in ServiceNow’s internal landscape. As the world around us evolves, so do we. We are redefining leadership with a product mindset, embracing cutting-edge digitization and AI initiatives to position Finance as a competitive differentiator for ServiceNow. Our focus is on delivering seamless next-generation workflows that emphasize operational rigor, enabling us to scale across the enterprise and accelerate ServiceNow’s journey to becoming the defining enterprise software company of the 21st century. 

What you get to do in this role

We are seeking a strategically minded, action-oriented Change Management Manager to lead and deliver organizational change initiatives across complex, multi-year, cross-functional programs within our Finance Organization. This role is critical to enabling transformation across Finance Segments including Global Sourcing and Procurement, Tax, Treasury, Strategic Finance, and Corporate Accounting.

As a senior change leader, you will spearhead change management strategies, focusing on agile methods, AI and digital transformation. You will use data to understand change impacts and improve adoption, ensuring a human centered employee experience. Responsibilities include agile change plans, digital adoption strategies, data-driven insights, and user-centered interventions.  You will champion a user-centered approach to change management, ensuring that employee needs and perspectives are at the forefront of all change initiatives.  Design and implement change interventions that enhance the employee experience, fostering a positive and supportive environment during periods of transition.

Key Responsibilities

• Lead Finance Change Initiatives: Design, lead, and execute comprehensive change management programs for large-scale, cross-functional transformation efforts across Finance Segments, including Global Sourcing and Procurement, Tax, Treasury, Strategic Finance, and Corporate Accounting.
• Stakeholder Engagement: Cultivate strategic relationships with senior leaders and stakeholders across Finance, Technology, Corporate Communications, and other business functions to understand needs and ensure effective communication of changes.
• Change Strategy & Planning: Define and articulate structured change management principles and strategies tailored to Finance processes and organizational goals. Apply proven change methodologies (e.g., Prosci) to build and execute change plans aligned with program objectives.
• Training & Enablement: Develop and deliver training programs and resources to support adoption of new tools, processes, and best practices for internal and external audiences within Finance. Create engaging content including ILT/VILT training, e-learning, job aids, and user guides.
• Communications: Direct the creation of compelling change assets, including executive communications, digital content, FAQs, talking points, and multimedia materials to inspire action and drive adoption across Finance Segments.
• Process Improvement: Rapidly assess, diagnose, recommend, and implement process improvements to yield operational excellence in Finance. Lead efforts to reimagine how work gets done and drive enterprise-level transformation.
• Data-Driven Insights: Serve as a trusted advisor to Finance leadership, providing data-backed insights and recommendations to influence strategic decisions and optimize change outcomes.
• Continuous Improvement: Strategically manage the architecture and ongoing improvement of project content across digital platforms (intranet, collaboration tools, LMS, dashboards, etc.).
• Knowledge Management: Contribute to the development and maintenance of knowledge sharing and management across multiple mediums for Finance teams.
• Best Practices: Build and promote change management and communications best practices across Finance programs

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 AI's potential impact on the function or industry.
• An energetic self-starter with a proven track record for getting things done in high-growth, ambiguous environments.
• An effective communicator, able to convey complex ideas clearly and concisely both verbally and in writing.
• Highly skilled at building trusted relationships and influencing others, especially executive leadership teams.
• A strategic thinker, connect the dots between strategy and operational priorities, and translates strategy into effective execution and tangible outcomes.
• A leader with a customer-first mindset, champions diverse perspectives, and consistently delivers high-impact outcomes.

Qualifications

• 7+ years of experience in large-scale change management and strategic communications, preferably within global, high-tech, or financial services organizations.  Experience with AI transformations is desired.
• Demonstrated success leading change management for complex, multi-stakeholder programs with significant organizational impact in Finance.
• Experience with enterprise planning platforms (e.g., Anaplan), procurement operations (S2P), and finance transformation programs highly preferred.
• Advanced proficiency in communications and training content authoring systems (e.g., SharePoint, ServiceNow, LumApps, Degreed, Loom) and collaboration/productivity tools (Google, Microsoft, Slack).
• Experience with digital content creation (infographics, video editing) and multimedia/graphics tools (Adobe Captivate, Articulate Storyline 360, Camtasia, Adobe Creative Cloud).
• PMP, Agile, Six Sigma, and/or change management certifications (e.g., Prosci) desired.
• Bachelor’s degree in business, Marketing, Communications, or equivalent experience required.
• Superior interpersonal and communication skills, with the ability to connect, influence, and collaborate with diverse stakeholders from front-line employees to executive leadership.
• Proactive, self-directed, and action-oriented with a strong sense of ownership and accountability.
• Culturally aware, with experience communicating effectively with a global audience.
• Highly proficient in Microsoft applications (Word, PowerPoint, Excel, Outlook), particularly skilled in PowerPoint presentations.
• Experience with analytics, support metrics, and KPIs.
• Familiarity with enterprise software/SaaS industry is highly desirable.

JV20

For positions in this location, we offer a base pay of $146,400 - $256,200, 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 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 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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