ServiceNow Small Change Lead_Senior Technical Consultant

Job Description

ServiceNow Small Change Lead_Senior Technical Consultant

Job Location: Indiana

Location Flexibility: Multiple Locations in Country

Req Id: 9968

Posting Start Date: 7/23/26

At Fujitsu, our purpose is to make the world more sustainable by building trust in society through innovation. Founded in Japan in 1935, Fujitsu has been a pioneer in technology and innovation for decades. Today, as a world-leading digital transformation partner, we are committed to transforming business and society in the digital age.

With approximately 130,000 employees across over 50 countries, Fujitsu offers a broad range of products, services, and solutions. We collaborate with our customers to co-create solutions that drive enterprise-wide digitalization while actively working to address social issues and contribute to the United Nations Sustainable Development Goals (SDGs).

Primary_Skills -

ServiceNow Solution Architecture & Technical Governance

Technical review of demands

Solution design and sizing

Architectural oversight

Governance alignment with platform strategy

Approval of design/configuration decisions

Authoring solution briefs

Top Three Skills

ServiceNow Delivery & Process Management

Ownership of the end-to-end Small Change lifecycle

Demand intake, scheduling, delivery tracking

Managing quotes, POs and billing workflow

Backlog management and SLA-driven execution

2. Stakeholder & Escalation Management

Primary interface for Whitbread stakeholders

Coordination with Platform Owner, Catalogue Manager and Resource Manager

Escalation handling and communication management

Delivery governance and customer engagement

3. ServiceNow ITSM / Platform Expertise

Strong understanding of ServiceNow platform capabilities

ITSM processes and change management

Integration and platform roadmap alignment

Knowledge transfer and operational handoff management.

Role Title: ServiceNow Small Change Lead

Location: Fujitsu GDC (India)

Reporting Line: Service Director

Role Context:

This role is the designated owner for the end-to-end ServiceNow "Small Change" process for the Whitbread account. The lead will be responsible for managing the pipeline of small change demand, providing architectural oversight, ensuring delivery quality, and acting as the primary point of contact for the service. This individual will combine technical design authority with delivery management to provide a fast, efficient, and consistent service for changes that are too large for BAU enhancement but not large enough to warrant a full project.

Primary Accountabilities & Responsibilities:

Process Ownership & Management:

Act as the central point of contact for the 'ServiceNow Small Change Process'.

Manage incoming demand following approval from the Whitbread Demand Triage Process.

Oversee the process from initial request registration through to issuing quotes, confirming POs, and initiating billing upon completion.

Liaise with the Catalogue Manager and ServiceNow Resource Manager to register requests, create demands in Assure, and schedule resources.

Architectural & Technical Oversight:

Conduct the technical review of new demands to determine the appropriate delivery channel and confirm suitability for the Small Change process.

Size and allocate approved changes to the correct catalogue item (3, 6, or 12-day effort).

Author the 'Whitbread Small Change Solution Brief' document, defining the problem statement, solution description, deliverables, and scope.

Review and approve all configuration and design decisions to ensure they align with the ServiceNow platform strategy and maintain a seamless user experience.

Delivery & Stakeholder Management:

Oversee the assigned Solution Consultant and delivery team, ensuring adherence to the Fujitsu ServiceNow project management SDLC in Assure.

Manage any escalations related to Small Change delivery, working with internal teams and Whitbread stakeholders to resolve them.

Ensure effective communication with the Whitbread platform owner throughout the delivery lifecycle.

Guarantee that a comprehensive Knowledge Transfer (KT) is completed with the BAU Support team before final hand-off.

Strategic & Governance Alignment:

Shape and manage the ServiceNow Small Change backlog and contribute to the platform roadmap.

Collaborate with the ServiceNow technical governance board, ensuring all changes align with platform policies and procedures.

Proactively identify and communicate potential business benefits from new ServiceNow features applicable to Whitbread.

Relocation Supported: Yes

Visa Sponsorship Approved: No

At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.