ServiceNow Capability Lead

Together, we own our company, our future, and our shared success.As an employee-owned company, our people are Black & Veatch. We put them at the center of everything we do and empower them to grow, explore new possibilities and use their diverse talents and perspectives to solve humanity's biggest challenges in an ever-evolving world. With over 100 years of innovation in sustainable infrastructure and our expertise in engineering, procurement, consulting and construction, together we are building a world of difference.Company : Black & Veatch CorporationReq Id : 115567Opportunity Type : StaffRelocation eligible : NoFull time/Part time : Full-TimeProject Only Hire : NoVisa Sponsorship Available: NoWhy Black & Veatch?Black & Veatch allows you to lend your talent and perspective to humanity’s biggest challenges in a flexible environment where you are empowered to grow and explore new possibilities. We offer competitive compensation, 401k match and benefits that start day one.Our hybrid environment allows you to balance your work and personal life. At Black & Veatch, you own your career with purpose and meaning. You are empowered to grow and explore new possibilities at every step of your career journey. Bring your big ideas knowing you are safe to be who you are and speak up with concerns or questions and put your diverse talents and perspectives to use.The Opportunity We are seeking a ServiceNow Capability Lead to drive the design, evolution, and delivery of enterprise capabilities across the ServiceNow platform.This role operates as the end-to-end capability owner across multiple ServiceNow domains, responsible for ensuring that platform investments translate into scalable, business-aligned outcomes. You will own the full lifecycle of ServiceNow capabilities, from process definition and backlog prioritization through delivery and adoption, while partnering closely with business stakeholders, architects, and delivery teams. Unlike traditional roles aligned to a single module, this position requires a holistic understanding of ServiceNow as an enterprise platform, connecting workflows across ITSM, ITAM, ITOM, SecOps, SPM, and emerging capabilities. As Black & Veatch accelerates its AI-native platform strategy, this role requires a strong understanding of ServiceNow's AI ecosystem, including Now Assist, Predictive Intelligence, Virtual Agent, and Generative AI capabilities. The Capability Lead will identify high-value AI use cases, define requirements for AI-powered features, and drive adoption of intelligent automation across enterprise workflows. Key ResponsibilitiesAI Capability Enablement & Adoption Identify and prioritize AI opportunities (Now Assist, Predictive Intelligence, Virtual Agent, AI Search) Define requirements for GenAI summarization, classification, routing, conversational AI Partner with Developers/Architects to translate AI use cases into solutions Drive adoption and value realization (deflection rates, resolution time, efficiency) Evaluate emerging features (NASK, AIOps) for enterprise applicability Ensure AI governance, data privacy, and responsible AI alignment Incorporate AI maturity into roadmap and Demand Board prioritization Enterprise Capability Ownership Own and evolve cross-platform ServiceNow capabilities, ensuring alignment across ITSM, ITAM, ITOM, SecOps, IRM, and SPM domains Define and maintain end-to-end business processes that span multiple functional areas Drive standardization and alignment to out-of-the-box capabilities and platform-first design principles Backlog Ownership & Prioritization Own and prioritize the ServiceNow capability backlog across domains Translate business needs into structured, high-quality user stories and requirements Balance competing priorities across: Business value and outcomes Risk and compliance Platform health and scalability Stakeholder Engagement & Strategic Alignment Serve as a primary interface between business stakeholders and ServiceNow delivery teams Facilitate workshops to gather, refine, and challenge requirements Align capability delivery to enterprise priorities and governance structures Solution Alignment & Delivery Execution Partner with Architects and Developers to ensure solutions are: Scalable and maintainable Aligned to platform standards and governance Ensure backlog readiness and support Agile delivery execution Coordinate UAT, release validation, and adoption readiness activities Capability Maturity & Value Realization Identify opportunities to improve process maturity, automation, and adoption Drive measurable outcomes such as: Operational efficiency Cost optimization Improved user experience Support development of KPIs and reporting to track capability performance Minimum QualificationsBachelor's degree8-10 years experienceAll applicants must be able to complete pre-employment onboarding requirements (if selected) which may include any/all of the following: criminal/civil background check, drug screen, and motor vehicle records search, in compliance with any applicable laws and regulations. Preferred Qualifications5–8 years of experience in ServiceNow, enterprise platforms, or related digital workflow environments Experience working across multiple ServiceNow modules or domains (e.g., ITSM, ITAM, ITOM, SecOps, SPM) Understanding of ServiceNow AI capabilities and their application to business processes Strong ability to translate complex business needs into structured requirements and user stories Experience owning and prioritizing backlogs in Agile delivery environments Proven ability to work across technical and business teams to drive outcomes  ServiceNow Certified System Administrator (CSA) (preferred)At least one ServiceNow certification (e.g., CIS-ITSM, CIS-ITAM, CIS-SAM, CIS-SPM, CIS-SIR)Familiarity with enterprise process frameworks (ITIL, risk/compliance, asset lifecycle, etc.)Experience in cross-functional platform implementations or transformations Experience defining AI use cases in ServiceNow or similar platformsFamiliarity with Generative AI concepts for enterprise workflowsUnderstanding of responsible AI principles and governance frameworks Work Environment/Physical DemandsHybrid or flexible work options may be offered after the first 90 days of employment based upon manager discretion, job performance and work assignments.Salary PlanITS: Information Technology ServiceJob Grade017Black & Veatch endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process because of a disability, please contact the Employee Relations Department at View phone number on click.appcast.io or via our accommodations request form. This contact information is for disability accommodation requests only; you may not use this contact information to inquire about the status of applications. General inquiries about the status of applications will not be returned.Black & Veatch is committed to being an employer of choice by creating a valuable work experience that keeps our people engaged, productive, safe and healthy.Our comprehensive benefits portfolio is a key component of this commitment and offers an array of health care benefits including but not limited to medical, dental and vision insurances along with disability and a robust wellness program.To support a healthy work-life balance, we offer flexible work schedules, paid vacation and holiday time, sick time, and dependent sick time.A variety of additional benefits are available to our professionals, including a company-matched 401k plan, adoption reimbursement, tuition reimbursement, vendor discounts, an employment referral program, AD&D insurance, pre-taxed accounts, voluntary legal plan and the B&V Credit Union. Professionals may also be eligible for a performance-based bonus program.We are proud to be a 100 percent ESOP-owned company. As employee-owners, our professionals are empowered to drive not only their personal growth, but the company's long-term achievements - and they share in the financial rewards of the success through stock ownership.By valuing diverse voices and perspectives, we cultivate an authentically inclusive environment for professionals and are able to provide innovative and effective solutions for clients.BVH, Inc., its subsidiaries and its affiliated companies, complies with all Equal Employment Opportunity (EEO) laws and regulations. Black & Veatch does not discriminate on the basis of age, race, religion, color, sex, national origin, marital status, genetic information, sexual orientation, gender Identity and expression, disability, veteran status, pregnancy status or other status protected by law.Notice to External Search Firms: Black & Veatch does not accept unsolicited resumes and will not be obligated to pay a placement fee for unsolicited resumes. Black & Veatch Talent Acquisition engages with search firms directly for hiring needs.