ServiceNow Capability Lead
Listed on 2026-07-24
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IT/Tech
AI Business & Operations, IT Business Analyst, IT Project Manager
Service Now Capability Lead
Location:
Overland Park, KS, US;
Cary, NC, US
Company:
Black & Veatch Family of Companies
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.
- 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
- Partner with Architects and Developers to ensure solutions are:
- 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
- 8‑10 years of experience
- All applicants must be able to complete pre‑employment onboarding requirements (including criminal/civil background check, drug screen, and motor vehicle records search, in compliance with applicable laws and regulations)
- 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…
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