ServiceNow Customer Success Manager

Job Summary

We are seeking an Organizational Change Management professional to provide guidance and support for an SAP integration initiative. The role will focus on stakeholder management, organizational alignment, change readiness, change impact analysis, communications, training, and adoption. The ideal candidate will develop structured change strategies and ensure appropriate engagement and readiness across impacted business groups.
Key Responsibilities

Manage stakeholder engagement and conduct change readiness assessments, including action planning for risk mitigation and appropriate levels of business engagement.
Provide project leadership with regular reporting on the people-side status of organizational change activities.
Assess current-state and future-state processes, role requirements, and resource allocation to support organizational alignment.
Identify Super Users and establish change networks with appropriate soft-skills and change-readiness training.
Apply a persona-based approach to understand stakeholder pain points, needs, and positive outcomes to inform training and communication planning.
Conduct change impact analysis by reviewing changes across impacted personas and business user groups.
Develop change plans that integrate required knowledge into training and communication materials.
Develop external communication templates and guidance for vendors, customers, and partners.
Track communication distribution and identify the appropriate resources required to support external stakeholder engagement.
Determine appropriate internal communication channels and approaches for different stakeholder levels.
Track stakeholder engagement and identify opportunities for risk mitigation.
Develop and maintain ad hoc communications based on project needs.
Establish and maintain an internal project communication channel to facilitate open and anonymous feedback.
Identify training material requirements and define in-scope content.
Build action plans for the completion and development of training materials in collaboration with business leads.
Host train-the-trainer and introductory sessions to onboard Super Users.
Coordinate training logistics and track knowledge retention.
Support End User training activities and organizational adoption.
Required Qualifications

Strong experience in Scope and Change Management.
Experience with Organizational Change Management activities across stakeholder management, change readiness, and change impact analysis.
Experience developing change plans, communication strategies, and training plans.
Strong stakeholder engagement and organizational alignment skills.
Experience identifying and managing change risks and mitigation activities.
Experience supporting training, Super User networks, and End User adoption.
Strong communication, facilitation, and project coordination skills.

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