Requisition ID: 181045
Job Level: Mid Level
Home District/Group: DHO Information Technology Group
Department: Technology Group
Market: Corporate Home Office
Employment Type: Full Time
Position OverviewThe Senior Platform Innovation Lead is responsible for driving the strategic evolution of the ServiceNow platform by identifying, validating, and operationalizing advanced capabilities that deliver measurable business value. This role focuses on translating emerging technologies-including AI, automation, predictive intelligence, integrations, and analytics-into practical, scalable solutions with clear outcomes.
Operating at the intersection of strategy, technology, and value realization, this role ensures innovation efforts move beyond exploration into adoption and measurable impact. The position partners closely with product, architecture, engineering, and operations teams to embed innovation into the core platform roadmap and delivery model.
This role is distinct in that it:
- Focuses on what is possible and valuable, rather than how solutions are built
- Prioritizes future capabilities and strategic evolution, not current demand execution
- Emphasizes use cases, outcomes, and adoption, not technical implementation
Success requires disciplined focus on:
- Value over novelty
- Adoption over experimentation
- Outcomes over activity
LocationThis is a full time in office role located on our LaVista, NE campus.
ResponsibilitiesThe Senior Platform Innovation Lead drives the strategic evolution of the ServiceNow platform by identifying, validating, and operationalizing advanced capabilities that deliver measurable business value. The role translates emerging technologies-AI, automation, predictive intelligence, integrations, and analytics-into practical, scalable solutions with clear outcomes. Operating at the intersection of strategy, technology, and value realization, this position ensures innovation moves beyond exploration into adoption and impact. The role partners with product, architecture, engineering, and operations to embed innovation into the platform roadmap.
1. Innovation Strategy & Roadmap- Define and maintain a ServiceNow innovation roadmap aligned with enterprise strategy
- Identify and prioritize high-value opportunities across AI/GenAI, predictive intelligence, workflow automation, and analytics
- Ensure initiatives align with business priorities and platform direction
- Partner with Product and Architecture to integrate innovation into the core roadmap
2. AI, Automation & Advanced Capabilities- Evaluate and operationalize AI-driven workflows, predictive models, and machine-learning use cases
- Identify opportunities to reduce manual effort, improve decision-making, and enhance user experience
- Ensure solutions are scalable, sustainable, and widely adopted
3. Use Case Development & Value Engineering- Define high-impact use cases tied to measurable outcomes
- Build business cases and ROI models to support prioritization
- Evaluate initiatives based on value potential, feasibility, and adoption likelihood
- Ensure all innovation efforts have clear value hypotheses and measurable results
4. Integration & Ecosystem Strategy- Identify and drive strategic integrations (ERP, HRIS, security platforms)
- Partner with Architecture to define scalable integration patterns
- Ensure integrations support enterprise strategy and long-term sustainability
5. Experimentation, Pilots & Scaling- Lead pilot programs and proofs of concept
- Validate business value, user adoption, and technical feasibility
- Transition successful pilots into the product backlog or standardized capabilities
- Ensure efficient movement from concept to production
6. Governance & Responsible Innovation- Establish responsible innovation practices, especially for AI and automation
- Ensure alignment with architecture standards, security, and data privacy
- Define guardrails for AI usage and automation decision-making
- Balance innovation speed with risk management
7. Cross-Functional Leadership & Influence- Collaborate across platform roles to ensure successful adoption
- Feed validated opportunities into Product Management
- Partner with Architecture for feasibility and alignment
- Guide Engineering on emerging patterns
- Enable Customer Success/Business Analysis to drive adoption
- Align with Operations for stable rollout
Qualifications- Bachelor's degree in a related field or equivalent work experience
- 3+ years of hands-on experience with ServiceNow operations and systems administration, including recent work within the past 4 years
- Strong knowledge of the ServiceNow platform, modules, and ecosystem
- Experience with AI and machine-learning concepts (practical application, not data-science depth)
- Background in automation strategy, workflow optimization, and enterprise integrations
- Ability to translate technical capabilities into clear business value
- Skilled in developing business cases, ROI models, and value-realization frameworks
- Proven ability to influence stakeholders without direct authority
- Strong strategic thinking paired with an execution-focused mindset
- Excellent communication skills across both technical and business audiences
Success CriteriaSuccess in this role is measured by
outcomes, not activity:
Business Value Realization- Demonstrated ROI from implemented innovations
- Reduction in manual effort and operational cost
Adoption & Utilization- High adoption of new capabilities
- Increased platform utilization across the enterprise
Operational Impact- Percentage of processes successfully automated
- Improvements in cycle time, efficiency, and throughput
Innovation Effectiveness- Pilot solutions consistently transitioned into scalable production capabilities
- Delivery of stable, non-experimental, enterprise-ready solutions #LI-AK1
Other Requirements:
- Regular, reliable attendance
- Work productively and meet deadlines timely
- Communicate and interact effectively and professionally with supervisors, employees, and others individually or in a team environment.
- Perform work safely and effectively. Understand and follow oral and written instructions, including warning signs, equipment use, and other policies.
- Work during normal operating hours to organize and complete work within given deadlines. Work overtime and weekends as required.
- May work at various different locations and conditions may vary.
We offer our fulltime staff employees a comprehensive benefits package that's among the best in our industry, including top-tier medical, dental and vision plans covering eligible employees and dependents, voluntary wellness and employee assistance programs, life insurance, disability, retirement plans with matching, and generous paid time off.
