ServiceNow SPM Process Lead

Job Description

Job Description

We are looking for a ServiceNow SPM Process Lead to support enterprise process excellence and user enablement for a Long-term Contract position based in Westerville, Ohio. This role focuses on strengthening the use of ServiceNow Strategic Portfolio Management capabilities by creating clear operational documentation, delivering practical training, and guiding adoption across IT and business teams. The ideal candidate will combine business analysis expertise with strong communication skills to help stakeholders use Resource Management, Idea Management, and Strategic Planning Workspace effectively.

Responsibilities:
• Create and refine process documentation for ServiceNow SPM functions, ensuring materials remain accurate, organized, and easy for end users and practitioners to apply.
• Produce training content such as user guides, quick-reference tools, and step-by-step learning resources that support consistent platform usage.
• Establish standard operating procedures for key workflows and governance practices within Resource Management, Idea Management, and Strategic Planning Workspace.
• Lead the introduction of Resource Management capabilities to IT teams by defining operating models, clarifying responsibilities, and supporting adoption activities.
• Partner with technology leaders and business stakeholders to align planning processes with organizational priorities and resource needs.
• Coordinate the expansion of Idea Management and Strategic Planning Workspace across business units through structured rollout plans, onboarding support, and targeted communications.
• Facilitate workshops and training sessions for audiences with varying levels of technical experience to encourage confident platform adoption.
• Monitor adoption trends, gather stakeholder feedback, and provide progress updates and recommendations to program leadership.
• Maintain a dynamic documentation repository that reflects platform enhancements, evolving processes, and continuous improvement efforts.• Hands-on experience with ServiceNow Strategic Portfolio Management, including Resource Management, Idea Management, and Demand Management or related capabilities.
• Strong ability to translate detailed workflows and operational processes into clear documentation and easy-to-follow training materials.
• Demonstrated success leading platform implementations, enablement efforts, or process rollouts across multiple teams or business units.
• Excellent communication and stakeholder engagement skills, with the ability to present information clearly to both business and technical audiences.
• Experience designing and delivering training sessions for users with different levels of system knowledge and practical experience.
• Proven ability to manage several priorities at once, work independently, and meet deadlines in a fast-paced environment.
• High attention to detail and strong organizational skills for maintaining rollout plans, governance materials, and documentation libraries.