ServiceNow Capability Lead
Listed on 2026-07-02
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IT/Tech
IT Business Analyst, IT Project Manager, AI Business & Operations
Service Now Capability Lead
Together, we own our company, our future, and our shared success. As an employee-owned company, our people are Black & Veatch. We put them at the center of everything we do and empower them to grow, explore new possibilities and use their diverse talents and perspectives to solve humanity's biggest challenges in an ever-evolving world. With over 100 years of innovation in sustainable infrastructure and our expertise in engineering, procurement, consulting and construction, together we are building a world of difference.
The Opportunity We are seeking a Service Now Capability Lead to drive the design, evolution, and delivery of enterprise capabilities across the Service Now platform. This role operates as the end-to-end capability owner across multiple Service Now domains, responsible for ensuring that platform investments translate into scalable, business-aligned outcomes. You will own the full lifecycle of Service Now capabilities, from process definition and backlog prioritization through delivery and adoption, while partnering closely with business stakeholders, architects, and delivery teams.
Unlike traditional roles aligned to a single module, this position requires a holistic understanding of Service Now as an enterprise platform, connecting workflows across ITSM, ITAM, ITOM, Sec Ops, SPM, and emerging capabilities. As Black & Veatch accelerates its AI-native platform strategy, this role requires a strong understanding of Service Now's AI ecosystem, including Now Assist, Predictive Intelligence, Virtual Agent, and Generative AI capabilities.
The Capability Lead will identify high-value AI use cases, define requirements for AI-powered features, and drive adoption of intelligent automation across enterprise workflows.
Key Responsibilities
- AI Capability Enablement & Adoption
- Enterprise Capability Ownership
- Backlog Ownership & Prioritization
- Stakeholder Engagement & Strategic Alignment
- Solution Alignment & Delivery Execution
- Capability Maturity & Value Realization
Minimum Qualifications
- Bachelor's degree
- 8-10 years experience
Preferred Qualifications
- 5–8 years of experience in Service Now, enterprise platforms, or related digital workflow environments
- Experience working across multiple Service Now modules or domains (e.g., ITSM, ITAM, ITOM, Sec Ops, SPM)
- Understanding of Service Now AI capabilities and their application to business processes
- Strong ability to translate complex business needs into structured requirements and user stories
- Experience owning and prioritizing backlogs in Agile delivery environments
- Service Now Certified System Administrator (CSA) (preferred)
- At least one Service Now certification (e.g., CIS-ITSM, CIS-ITAM, CIS-SAM, CIS-SPM, CIS-SIR)
- Familiarity with enterprise process frameworks (ITIL, risk/compliance, asset lifecycle, etc.)
- Experience in cross-functional platform implementations or transformations
- Familiarity with Generative AI concepts for enterprise workflows
- Understanding of responsible AI principles and governance frameworks
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