ServiceNow SPM Process Lead

Tailored Management; Westerville (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

Tailored Management in Westerville, OH seeks a ServiceNow SPM process expert to document workflows, create training materials, and lead rollout efforts. You will work with IT and business leaders to ensure teams adopt the ServiceNow platform effectively.

You will drive adoption of Resource Management, Idea Management, and Strategic Planning Workspace while maintaining up-to-date SOPs and clear communications. This role demands strong writing and independent work habits.

Qualifications

• ServiceNow SPM experience is the biggest requirement.
• CIS certification in SPM or ITBM preferred/required.
• Experience rolling out ServiceNow to multiple teams/business units.
• Strong process documentation and technical writing skills.
• Experience creating training materials and delivering training.
• Good understanding of ITIL and portfolio/program management.
• Strong communication and stakeholder-management skills.
• Comfortable working independently and juggling multiple projects.
• Experience with ServiceNow Yokohama or newer.

Responsibilities

• Lead training sessions and onboarding.
• Document processes and maintain SOPs as ServiceNow changes.
• Help roll out Resource Management to IT teams.
• Assist expansion of Idea Management and Strategic Planning Workspace.
• Work with leaders to understand needs and drive adoption.
• Provide status updates to program leadership.
• Track adoption and collect feedback to improve processes.

Skills

ServiceNow SPM

Training delivery

Stakeholder management

Technical writing

Process documentation

Multi-project management

ITIL knowledge

Job description

• Document ServiceNow SPM processes and workflows in a way that's easy for employees to follow.
• Create training materials, user guides, quick-reference sheets, and walkthroughs.
• Help roll out Resource Management to IT teams.
• Help expand Idea Management and Strategic Planning Workspace to different business units.
• Work with business and IT leaders to understand their needs and help them adopt the tools.
• Lead training sessions and onboarding.
• Track adoption and gather feedback to improve processes.
• Maintain SOPs and documentation as ServiceNow changes.
• Provide status updates to program leadership.

QUALIFICATIONS:

• ServiceNow SPM experience is the biggest requirement.
• CIS certification in SPM or ITBM preferred/required.
• Experience rolling out ServiceNow or other technology to multiple teams/business units.
• Strong process documentation and technical writing skills.
• Experience creating training materials and delivering training.
• Good understanding of ITIL and portfolio/program management.
• Strong communication and stakeholder-management skills.
• Comfortable working independently and juggling multiple projects.
• Experience with ServiceNow Yokohama or newer.

Experience with:

• Resource Management
• Idea Management
• Strategic Planning Workspace
• Demand Management

This person is essentially a ServiceNow SPM process expert + trainer + rollout lead. You aren't primarily building ServiceNow from scratch; rather, you're taking existing SPM capabilities, figuring out how the organization should use them, documenting the processes, training people, and helping different teams adopt the system.