ServiceNow Capability Lead

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.

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 Responsibilities

• AI Capability Enablement & Adoption
• Enterprise Capability Ownership
• Backlog Ownership & Prioritization
• Stakeholder Engagement & Strategic Alignment
• Solution Alignment & Delivery Execution
• Capability Maturity & Value Realization

Minimum Qualifications

• Bachelor's degree
• 8-10 years experience

Preferred Qualifications

• 58 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
• 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
• Familiarity with Generative AI concepts for enterprise workflows
• Understanding of responsible AI principles and governance frameworks