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ServiceNow Change Manager
ApsidePosted 2 weeks ago
About this role
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 several key platforms to streamline services, reduce response times and personalize interactions across channels enhancing both customer and employee experiences. ServiceNow is one of the major platforms for the client will leverage as part of this transformation.
Our client is seeking a change management consultant with prior experience supporting ServiceNow implementations to be part of project implementation teams to provide direct change management support to impacted teams and to provide best practices in providing ServiceNow change management support to client’s internal change management team.
Primary Responsibilities
Provide hands-on change management support to ServiceNow implementations. In collaboration with our client’s Digital Change Portfolio lead, leverage change management approach 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 identifying key stakeholders and super users, and their impacts
Change Plan: Sequence change activities with project timelines and milestones (as part of the ServiceNow Implementation Roadmap)
Change Story: Build initiative-level Change Story
Kick-off materials: to be used 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 project team (providing oversight, resource materials, and session participation)
Adoption Plan: Help teams understand how to use ServiceNow 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 ServiceNow 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 ServiceNow’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 ServiceNow implementations
Workshop facilitation
Complex stakeholder management
Assets:
Experience working services, federal crown corporation
Skills Required:
Experienced change manager who has developed and implemented change management plans to support digital transformation projects including:
Change management support for ServiceNow implementations
Workshop facilitation
Complex stakeholder management
Assets:
Experience working services, federal crown corporation