ServiceNow Capability Lead

About the role

The ServiceNow Capability Lead role is responsible for driving 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, ensuring that platform investments translate into scalable, business-aligned outcomes.

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 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
• Backlog Ownership & Prioritization
• 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
• Stakeholder Engagement & Strategic Alignment
• 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
• Solution Alignment & Delivery Execution
• Partner with Architects and Developers to ensure solutions are:
• Scalable and maintainable
• Aligned to platform standards and governance
• 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

Requirements

• Bachelor's degree
• 8-10 years experience

Qualifications

• 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)
• 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

Work Environment/Physical Demands

Hybrid or flexible work options may be offered after the first 90 days of employment based upon manager discretion, job performance and work assignments.

Salary Plan

Job Grade

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Black & Veatch is committed to being an employer of choice by creating a valuable work experience that keeps our people engaged, productive, safe and healthy.

Our comprehensive benefits portfolio is a key component of this commitment and offers an array of health care benefits including but not limited to medical, dental and vision insurances along with disability and a robust wellness program.

To support a healthy work-life balance, we offer flexible work schedules, paid vacation and holiday time, sick time, and dependent sick time.

A variety of additional benefits are available to our professionals, including a company-matched 401k plan, adoption reimbursement, tuition reimbursement, vendor discounts, an employment referral program, AD&D insurance, pre-taxed accounts, voluntary legal plan and the B&V Credit Union. Professionals may also be eligible for a performance-based bonus program.

We are proud to be a 100 percent ESOP-owned company. As employee-owners, our professionals are empowered to drive not only their personal growth, but the company's long-term achievements - and they share in the financial rewards of the success through stock ownership.

By valuing diverse voices and perspectives, we cultivate an authentically inclusive environment for professionals and are able to provide innovative and effective solutions for clients.

Nearest Major Market: Olathe

Nearest Secondary Market: Kansas City