ServiceNow Customer Success Manager

Compunnel, Inc.; Santa Clara, Northern (CA, KY); On-site; USD 120,000 - 160,000; Full time

Job summary

Compunnel, Inc. seeks an Organizational Change Management professional to guide an SAP integration initiative. The role emphasizes stakeholder management, organizational alignment, change readiness, communications, training, and adoption. The candidate will develop structured change strategies and ensure engagement across impacted groups.

The position focuses on building change networks, conducting readiness assessments, and tracking adoption to drive successful integration outcomes.

Qualifications

• Experience in Scope and Change Management across stakeholder management, readiness, and impact analysis.
• Proven ability to develop change plans, communication strategies, and training plans.
• Strong stakeholder engagement and organizational alignment skills.
• Experience identifying and mitigating change risks and supporting adoption.

Responsibilities

• Manage stakeholder engagement and conduct change readiness assessments with action planning.
• Provide project leadership with regular reporting on people-side status of change activities.
• Assess current- and future-state processes, role requirements, and resource allocation.
• Identify Super Users and establish change networks with appropriate training.
• Apply persona-based approaches to understand stakeholder pain points and needs.
• Conduct change impact analyses across personas and user groups.
• Develop change plans and integrate knowledge into training and communications.
• Develop external communication templates and guidance for vendors, customers, and partners.
• Track communications distribution and internal/external stakeholder engagement resources.
• Determine internal channels and approaches for different stakeholder levels.
• Track stakeholder engagement and identify risks for mitigation.
• Develop and maintain ad hoc communications as project needs evolve.
• Maintain an internal project communications channel for feedback.
• Identify training material requirements and define in-scope content.
• Build action plans for training materials with business leads.
• Host train-the-trainer and onboarding sessions for Super Users.
• Coordinate training logistics and track knowledge retention.
• Support End User training activities and organizational adoption.

Skills

Scope and Change Management

Stakeholder management

Change readiness

Change impact analysis

Change plan development

Communication planning

Training plan development

Stakeholder engagement

Organizational alignment

Risk management

End User adoption

Facilitation

Project coordination

Job description

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.