ServiceNow Capability Lead

Black & Veatch Family of Companies•Cary, NC

3d•Hybrid

About The Position

We are seeking a ServiceNow Capability Lead to drive the design, evolution, and delivery of enterprise capabilities across the ServiceNow platform. This role operates as the end-to-end capability owner across multiple ServiceNow domains, responsible for ensuring that platform investments translate into scalable, business-aligned outcomes. You will own the full lifecycle of ServiceNow 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 ServiceNow as an enterprise platform, connecting workflows across ITSM, ITAM, ITOM, SecOps, SPM, and emerging capabilities. As Black & Veatch accelerates its AI-native platform strategy, this role requires a strong understanding of ServiceNow'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.

Requirements

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 with any applicable laws and regulations.

Nice To Haves

5–8 years of experience in ServiceNow, enterprise platforms, or related digital workflow environments
Experience working across multiple ServiceNow modules or domains (e.g., ITSM, ITAM, ITOM, SecOps, SPM)
Understanding of ServiceNow 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
Proven ability to work across technical and business teams to drive outcomes
ServiceNow Certified System Administrator (CSA) (preferred)
At least one ServiceNow 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
Experience defining AI use cases in ServiceNow or similar platforms
Familiarity with Generative AI concepts for enterprise workflows
Understanding of responsible AI principles and governance frameworks

Responsibilities

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
Own and evolve cross-platform ServiceNow capabilities, ensuring alignment across ITSM, ITAM, ITOM, SecOps, 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
Own and prioritize the ServiceNow 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
Serve as a primary interface between business stakeholders and ServiceNow delivery teams
Facilitate workshops to gather, refine, and challenge requirements
Align capability delivery to enterprise priorities and governance structures
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
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