Sr User Adoption Lead

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

What you get to do in this role:  

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. We’re disruptive. We work hard but try not to take ourselves too seriously.

We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations, and a career at ServiceNow means always challenging yourself to be better. ServiceNow is currently seeking a Training and Adoption Lead who will focus on leading customers through custom training and user adoption initiatives. The ideal candidate is a utility player, managing demanding deadlines, deliverables and resources to a timeline, guiding customers and expectations, facilitating training and workshops, and overseeing a cross functional team.

• The Lead ensures content and delivery meets company and team standards. The individual is able to lead end-to-end large scale customer projects and programs with minimal oversight. The role requires technical knowledge, strong and varied communication skills and enthusiasm for the ServiceNow Platform. They care about customer and team success and mentor colleagues. They play a key role in approving final course content, providing feedback and helping to evolve and improve the team's offerings and processes. What you get to do in this role:

• Lead custom training and adoption engagements from pre-sales stage to successful delivery of the project in terms of scope, deliverables, budget, client satisfaction, and achievement of required business outcomes.

• Focus on product development and implementation of change enablement package offering.

• Prepare all client facing and internal deliverables such as project plan, issues/risk register, weekly status reports, stakeholder analysis, business impact analysis, communication plans, training plans, measurement strategies, and change champion networks.

• Conduct workshops (in-person and virtually) ensuring stakeholder engagement and progression of deliverables.

• Provide course specifications and gather course content.

• Project manage, develop, and deliver ServiceNow process user course content, train-the-trainer content, and job aids for multiple products and a variety of levels and roles in instructor-led, virtual, eLearning, and recorded formats.

• Deliver projects, content, and training that enable customer success and adoption.

• Develop and deliver training to audiences of varying technical sophistication who are very knowledgeable in their areas of expertise.

• Assist with training needs analyses to ensure that all training materials are highly targeted to the needs of the audience.

• Manage course content for ServiceNow software products and ensure that up-to-date knowledge is conveyed for each release.

• Mentor department peers, contribute to department standards and processes, and share knowledge with internal resources.

• Travel up to 20% worldwide per year.

To be successful in this role you have:

• 8+ years of hands-on experience in leading Enterprise-wide change enablement programs with proven results, including conducting workshops with executive level stakeholders, determining change impacts, developing communications plans, training plans, measurement strategies, and change champion networks.

• 8+ years of project management experience at an enterprise level.

• 8+ years of deep experience effectively managing projects and software-user curriculum design.

• Knowledge and hands-on experience implementing ITSM solutions or similar preferred, with emphasis on ServiceNow Platform and product knowledge.

• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors/stakeholders in solving training and adoption related issues.

• High level of situational adaptability, creativity, and dependability required.

• Experience in rapid development and quick turnaround of deliverables required.

• Experience incorporating measurement and assessments into all learning programs is preferred.

• Ability to deliver technical training to a variety of audiences and adapt delivery as needed is preferred.

• Good working knowledge of MS Office applications, especially Word, Excel, and PowerPoint, as well as learning technologies such as Captivate, Articulate, Descript, design tools, and web conferencing applications required.

• A focus on succeeding as part of a team required.

• Undergraduate or graduate degree in instructional design, education, or organizational development, or equivalent experience

• Acts independently to determine methods and procedures on new or special assignments. May supervise the activities of others.

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment in which individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business

Not sure if you meet every qualification? We still encourage you to apply We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate

Work Personas 

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer 

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations 

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact talent.acquisition@servicenow.com for assistance. 

Export Control Regulations 

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.