Position Title: ServiceNow OCM – Functional Consultant

Location: Hyderabad, Bengaluru, Chennai, Noida, Pune, Navi Mumbai

Work Mode: Hybrid Job Summary

We are seeking a ServiceNow Organizational Change Management (OCM) Functional Consultant to lead change strategy, stakeholder engagement, communications, training, and adoption for ServiceNow-enabled transformations. You will define and execute OCM plans using the ServiceNow platform (OCM capabilities, Surveys & Assessments, Employee Center, Knowledge, and Performance Analytics) and partner with program, product, and technical teams to deliver measurable adoption and value realization.

Roles

Primary OCM lead for ServiceNow programs, driving change strategy, planning, and execution.

Trusted advisor to business sponsors, product owners, and platform leaders on adoption and value realization.

Facilitator of workshops, stakeholder engagement, and executive updates.

Owner of change impact assessments, communications and training plans, and readiness management.

Coordinator for change agent networks and site champions across business units and geographies.

Responsibilities

Strategy and Planning

Develop the OCM strategy, governance model, and change roadmap aligned to program scope, milestones, and business outcomes.

Conduct stakeholder analysis, change impact and readiness assessments; define mitigation plans and resistance management approaches.

Establish success metrics, adoption KPIs, and value realization frameworks tied to program OKRs.

Delivery and Execution

Build and manage OCM plans in ServiceNow (or equivalent): communications, training, sponsorship, coaching, and change activities.

Configure and leverage platform capabilities such as Employee Center for campaigns, Knowledge for enablement content, and Surveys & Assessments for readiness checks and pulse feedback.

Orchestrate end-user enablement: role-based training, job aids, quick reference guides, and in-platform help.

Plan and run pilots, phased rollouts,



and hypercare; capture lessons learned and drive continuous improvement.

Communications and Training

Create targeted communications strategies (audience segmentation, channel mix, cadence) and content calendars.

Partner with L&D; to design curricula and delivery (e-learning, VILT, workshops); track training completion and effectiveness.

Enable leadership and sponsor visibility through briefings, town halls, and change narratives.

Stakeholder, Adoption, and Change Network

Stand up and manage a change agent network (champions, super users) with transparent roles, cadence, and feedback loops.

Drive adoption interventions (office hours, floor-walking, coaching) and manage resistance using structured methods (e.g., ADKAR).

Ensure alignment across cross-functional programs (ITSM, HRSD, CSM, SPM) impacting the same audiences.

Measurement and Reporting

Define and track adoption KPIs (active users, feature usage, task SLA adherence, self-service deflection, NPS/CSAT).

Build dashboards using Performance Analytics and analytics from Employee Center and Surveys to report readiness, adoption, and benefits.

Provide executive-level reporting and recommendations to accelerate adoption and realize benefits.

Collaboration and Governance

Work with product managers, process owners, and ServiceNow platform teams to align releases with change capacity.

Ensure compliance with organizational policies and regional considerations (legal, privacy, accessibility).

Contribute to OCM templates, playbooks, and reusable assets for enterprise-scale programs.

Qualifications

Experience





6–10+ years in Organizational Change Management for technology-enabled transformations, with at least 3 years on ServiceNow programs.

Proven track record leading OCM for multi-wave, enterprise rollouts (e.g., ITSM, HRSD, CSM, SPM, or platform expansions).

Experience executing end-to-end OCM: impact assessment, stakeholder management, communications, training, and adoption measurement.

Background operating within Agile/Scaled Agile environments and collaborating with product and release teams.

Education and Certifications

Bachelor’s degree in Business, Communications, HR, Organizational Development, or related field (Master’s preferred).

Prosci ADKAR, APMG Change Management Practitioner, or CCMP certification preferred.

ServiceNow Certified System Administrator (CSA) preferred; any relevant Implementation Specialist certification is a plus.

ITIL Foundation certification is an advantage.

Skills – Functional

Deep knowledge of OCM methods and frameworks (ADKAR, Kotter) and practical resistance management.

Strong stakeholder engagement, facilitation, and executive communication skills.

Content design skills for communications and enablement (personas, change stories, training journeys).

Ability to define measurable adoption KPIs and link them to business outcomes and benefits realization.

Excellent planning, prioritization, and issue/risk management across multiple workstreams.

Skills – Platform and Tools

Familiarity with ServiceNow OCM capabilities and adjacent apps: Employee Center, Knowledge, Surveys & Assessments, and Performance Analytics.

Ability to configure OCM artifacts, campaigns, and dashboards in ServiceNow in partnership with platform teams.

Proficiency with collaboration and content tools (e.g., Microsoft 365, Confluence, LMS platforms); exposure to digital adoption platforms is a plus.

Please share your profiles to [email protected] and [email protected]

📌 ServiceNow OCM - Functional Consultant (Hyderabad)
🏢 3iTech Global
📍 Hyderabad