ServiceNow 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.

Company : Black & Veatch Corporation

Req  : 115567

Opportunity Type : Staff

Relocation eligible : No

Full time/Part time : Full-Time

Project Only Hire : No

Visa Sponsorship Available: No

Why Black & Veatch?

Black & Veatch allows you to lend your talent and perspective to humanity's biggest challenges in a flexible environment where you are empowered to grow and explore new possibilities. We offer competitive compensation, 401k match and benefits that start day one.

Our hybrid environment allows you to balance your work and personal life. At Black & Veatch, you own your career with purpose and meaning. You are empowered to grow and explore new possibilities at every step of your career journey. Bring your big ideas knowing you are safe to be who you are and speak up with concerns or questions and put your diverse talents and perspectives to use.


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

• Identify and prioritize AI opportunities (Now Assist, Predictive Intelligence, Virtual Agent, AI Search)
• Define requirements for GenAI summarization, classification, routing, conversational AI
• Partner with Developers/Architects to translate AI use cases into solutions
• Drive adoption and value realization (deflection rates, resolution time, efficiency)
• Evaluate emerging features (NASK, AIOps) for enterprise applicability
• Ensure AI governance, data privacy, and responsible AI alignment
• Incorporate AI maturity into roadmap and Demand Board prioritization

Enterprise Capability Ownership

• Own and evolve cross-platform Service Now capabilities, ensuring alignment across ITSM, ITAM, ITOM, Sec Ops, IRM, and SPM domains
• Define and maintain end-to-end business processes that span multiple functional areas
• Drive standardization and alignment to out-of-the-box capabilities and platform-first design principles

Backlog Ownership & Prioritization

• Own and prioritize the Service Now capability backlog across domains
• Translate business needs into structured, high-quality user stories and requirements
• Balance competing priorities across:
  • Business value and outcomes
  • Risk and compliance
  • Platform health and scalability

Stakeholder Engagement & Strategic Alignment

• Serve as a primary interface between business stakeholders and Service Now delivery teams
• Facilitate workshops to gather, refine, and challenge requirements
• Align capability delivery to enterprise priorities and governance structures

Solution Alignment & Delivery Execution

• Partner with Architects and Developers to ensure solutions are:
• Scalable and maintainable
• Aligned to platform standards and governance
• Ensure backlog readiness and support Agile delivery execution
• Coordinate UAT, release validation, and adoption readiness activities

Capability Maturity & Value Realization

• Identify opportunities to improve process maturity, automation, and adoption
• Drive measurable outcomes such as:
  • Operational efficiency
  • Cost optimization
  • Improved user experience
• Support development of KPIs and reporting to track capability performance

Minimum Qualifications

• Bachelor's degree
• 8-10 years experience
• All applicants must be able to complete pre-employment onboarding requirements (if selected) which may include any/all of the following: criminal/civil background check, drug screen, and motor vehicle records search, in compliance…