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 clear 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 perks.

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