Company : Black & Veatch Corporation

Req Id : 115567

Opportunity Type : Staff

Relocation eligible : No

Full time/Part time : Full-Time

Project Only Hire : No

Visa Sponsorship Available: No

The Opportunity

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.

Key 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
• Ensure backlog readiness and support Agile delivery execution
• 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

Minimum Qualifications

• 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.

Preferred Qualifications

• 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

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

ITS: Information Technology Service

Job Grade

017