ServiceNow Process Lead

ServiceNow Strategic Portfolio Management
$140-165k

Position Summary

The ServiceNow SPM Adoption & Enablement Lead is responsible for driving the rollout, adoption, training, and governance of ServiceNow Strategic Portfolio Management (SPM) solutions, including Resource Management, Idea Management, Demand Management, and Strategic Planning Workspace. This role partners with business and IT stakeholders to develop processes, deliver training, support onboarding, and promote continuous improvement across the organization.

Key Responsibilities

Process Documentation & Training

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• Develop and maintain process documentation, SOPs, and governance standards for SPM workflows.
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• Create user guides, training materials, quick reference guides, and process documentation.
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• Maintain a centralized documentation repository aligned with platform and process updates.
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• Deliver training and enablement programs for end users and practitioners.
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SPM Rollout & Adoption

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• Lead the deployment and adoption of Resource Management, Idea Management, and Strategic Planning Workspace capabilities.
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• Define resource planning, allocation, and governance processes.
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• Develop rollout plans, communication strategies, and adoption metrics.
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• Support business units through onboarding, training, and change management activities.
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Stakeholder Engagement

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• Partner with business and IT leaders to drive platform adoption and alignment with organizational goals.
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• Facilitate workshops, training sessions, and stakeholder meetings.
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• Gather user feedback, track adoption metrics, and recommend process improvements.
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• Provide regular status updates to program leadership and key stakeholders.
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Required Qualifications

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• Experience with ServiceNow Strategic Portfolio Management (SPM), including Resource Management, Idea Management, Demand Management, and Strategic Planning Workspace.
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• Strong process documentation, technical writing, and training development skills.
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• Experience leading technology rollouts and organizational adoption initiatives.
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• Excellent communication, presentation, and stakeholder management skills.
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• Ability to manage multiple priorities independently and effectively.
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Preferred Qualifications

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• ServiceNow Certified Implementation Specialist (CIS) in SPM or ITBM.
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• Experience with Innovation Management and Strategic Planning Workspace.
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• Knowledge of change management methodologies, ITIL, and portfolio/program management frameworks.
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• Experience working in complex, global, matrixed organizations.
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• Familiarity with ServiceNow Yokohama release or later.
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