User Adoption Lead

Collaboration is at the heart of our success. Were seeking a team player who thrives in a high-performing supportive environment where mutual respect and shared goals drive our work. At ServiceNow were adaptable innovative and deeply committed to our customers and our product. A career here means continuously challenging yourself to grow and deliver at your best. 

Were currently hiring a User Adoption Lead. In this critical role youll guide customers through tailored training programs and user adoption strategies that ensure success with the ServiceNow Platform. Youll work cross-functionally influence key stakeholders and drive high-impact outcomesall while balancing timelines deliverables and resources. 

What you get to do in this role:

• Lead user adoption engagements from pre-sales through successful delivery ensuring scope timelines and business outcomes are met. 

• Partner with ServiceNow University Consultants and account teams to design and deliver training and user adoption strategies tailored to customer needs. 

• Advise customers on appropriate user adoption offerings and learning solutions from the ServiceNow University catalog. 

• Develop and deliver user adoption packages. 

• Manage all client-facing and internal deliverables including project plans issue/risk registers status reports impact analyses communication plans training strategies job aids videos and measurement frameworks. 

• Facilitate workshops (virtually and in-person) to ensure stakeholder alignment and gather content for various deliverables. 

• Manage customer relationships proactively resolve escalations and ensure a seamless customer experience. 

• Create and deliver a wide range of learning assetsincluding instructor-led sessions eLearning modules videos and documentationtargeted to various roles levels and products. 

• Deliver training to diverse audiences including executives end users and process users. 

• Contribute to the development and enhancement of existing and new user adoption offerings. 

• Provide mentorship to peers help evolve internal processes and standards and foster a culture of continuous learning. 

• Travel up to 10% globally as needed. 

Qualifications :

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.

• A collaborative mindset and a strong sense of accountability for team and customer success. 

• Proven experience leading complex customer engagements with minimal oversight. 

• Proven ability to influence and advise stakeholders by presenting well-rounded optionswhile providing strategic thought leadership to address training and adoption challenges. 

• Exceptional communication skills across a range of audiences. 

• A passion for user enablement continuous improvement and the ServiceNow Platform. 

• Adaptability creativity and dependability with a track record of delivering high-quality outputs under tight deadlines. 

• 8 years of experience leading enterprise-wide change enablement programs with measurable impactskilled in executive-level workshops change impact analysis communication and training strategies measurement planning and building change champion networks. 

• Extensive expertise in managing complex projects and creating tailored training content for diverse audiences across multiple formats. 

• A collaborative spirit with a strong track record of being a reliable solutions-oriented team player. 

• Hands-on knowledge of ITSM solutionspreferably with the ServiceNow Platform and product suite. 

• Strategic influence skills with the ability to advise stakeholders by presenting balanced options and guiding decisions on training and user adoption initiatives. 

• Exceptional adaptability creativity and dependability demonstrated through consistent delivery of high-quality outcomes in fast-paced evolving environments. 

• Confident delivery skills able to effectively train audiences ranging from executives to end users adjusting style and format as needed. 

• Technical proficiency with Microsoft Office and learning design tools such as Camtasia Articulate Descript Snagit Synthesia and web conferencing platforms. 

• A relevant degree in consulting change management project management instructional design or equivalent practical experience. 

JV20

Additional Information :

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 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. 

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