You can take this time to highlight any upgrade experience you have where relevant. This company is looking for experience with implementation but also needs someone they can rely on to lead upgrade projects.

"In following ServiceNow Best Practice, I met with members of my team to state and measure our SMART business goals. We documented our vision and target outcome and defined how we would track and report performance. We utilized Performance Analytics to track this data. I leveraged several stakeholder meetings with the team so they could get to know our customers and made sure that the leaders on my team could connect with the stakeholders they would need to communicate with. We then planned our phased approach and foundation and mapped out our plan. We included a plan to identify and capture lessons learned at each phase of the rollout to improve subsequent phases, as well as an assessment of functionality to roll out that respected end users' and service fulfillers' capacity to absorb the changes. Sprints began, and I concurrently coordinated training efforts for the end-user teams to teach them the platform and answer their questions about its benefit and use. As the implementation took place, I supported my team with the help of my selected governance team, which helped solidify the operating model and ensure value-driven governance. I also created plans for change management, communication, and championship."