Lead IT ServiceNow Process Strategist

About the role

The role of Lead IT ServiceNow Process Strategist is focused on shaping the enterprise strategy, governance, roadmap, and value realization of the ServiceNow platform. The role will help ensure the platform supports business priorities, enterprise architecture standards, operational excellence, resilience, and measurable outcomes. Serving as the strategic bridge between business priorities, enterprise processes, and technology capabilities, this role partners with leaders, architects, process owners, and external partners to define the platform vision, roadmap, operating model, and investment priorities.

Responsibilities

• Define and maintain the ServiceNow strategy, roadmap, governance model, and operating framework.
• Align platform investments and capabilities with business priorities, enterprise technology strategy, architecture standards, cybersecurity requirements, and operational needs.
• Assess emerging capabilities and industry trends to recommend future-state opportunities and priorities.
• Drive platform adoption and process standardization across service management, operations, asset management, and enterprise workflows.
• Partner with operations and engineering teams to improve service stability, automation, reliability, and customer and employee experiences.
• Identify opportunities to improve service quality, reduce operational risk, and simplify how work is delivered.
• Partner with resilience, business continuity, disaster recovery, risk, and compliance teams to strengthen operational resilience through ServiceNow.
• Enable critical service mapping, dependency management, testing, reporting, and governance through a unified platform approach.
• Align relevant platform capabilities with evolving business and regulatory requirements.
• Guide responsible adoption of ServiceNow AI, intelligent automation, and workflow capabilities.
• Identify and prioritize use cases that improve productivity, service delivery, decision-making, and operational efficiency.
• Partner with architecture, security, data, and governance teams to establish practical adoption standards.
• Strengthen ServiceNow data and architecture practices, including CMDB, CSDM, Service Mapping, asset data, and platform governance.
• Collaborate with architecture and data teams to improve data quality, platform scalability, reporting, analytics, automation, and AI readiness.
• Advise business and technology leaders on platform priorities, investments, roadmap decisions, and process improvements.
• Develop business cases and value measures that connect platform investments to business outcomes.
• Build alignment across teams to increase adoption, reuse, and enterprise value.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, or a related technical field, or an equivalent combination of education and experience.
• Minimum of seven years of related experience in technology strategy, architecture, consulting, service management, technology operations, or platform delivery.
• Broad knowledge across technology disciplines, including cloud, infrastructure, applications, data, networks, and workforce technologies.
• Strong understanding of technology architecture principles and enterprise technology strategy.
• Demonstrated ability to translate complex