Principal Skilling and Adoption Lead, ServiceNow University Government Programs

The ServiceNow Customer Acceleration org (part of the Global Learning and Development group) is seeking a Principal Skilling and Adoption Lead to build deliver and scale global government skilling programs through ServiceNow University content offerings across the Americas geography. This hybrid execution and evangelism role combines end-to-end program delivery with strategic stakeholder management to meet the growing global demand from governments for AI literacy reskilling and digital capability-building. 

Youll lead large-scale high-volume learning initiatives that package and deliver ServiceNow platform training programs with localization capabilities while managing the ongoing engagement reporting proof of outcomes and stakeholder relationships that governments increasingly expect. This role creates sustainable career pathways that prepare individuals for both AI Literacy awareness and high-demand roles within the ServiceNow ecosystem. 

What Youll Do: 

End-to-End Program Delivery: 

• Lead large government and workforce skilling programs through their complete lifecycle managing budgets complex timelines and cross-functional stakeholder relationships 
• Oversee content packaging distribution access management rollout orchestration and completion tracking for high-volume learning programs 
• Design and deliver scalable training and adoption programs featuring content focused on the ServiceNow AI platform and other technologies tailored to diverse learner populations                                                                                 
• Build and curate comprehensive learning assets including instructor-led sessions eLearning modules videos job aids and documentation targeted to various roles and skill levels 
• Develop and implement user adoption strategies communications programs enablement frameworks and change management initiatives that ensure learner success and employment readiness 
• Manage cohort orchestration and delivery logistics to support programs serving thousands to millions of learners 
• Facilitate components such as instructor-led workshops and leadership training programs where government funding models allow 

Stakeholder Engagement & Government Relationship Work: 

• Build and maintain strategic partnerships with internal account teams government agencies workforce development bodies public funding organizations and regulatory authorities 
• Advocate for and evangelize ServiceNow Universitys government offerings across stakeholder networks 
• Qualify opportunities coordinate handoffs and work collaboratively with account teams (not a sales role) 
• Advise and collaborate with government partners and training providers on appropriate learning solutions and adoption strategies from the ServiceNow catalog 
• Facilitate workshops (virtually and in-person) to ensure stakeholder alignment gather content requirements and drive engagement 

Program Outcomes & Impact Measurement: 

• Own and report on program outcomes including enrollment completion rates certification attainment employment outcomes and customer satisfaction 
• Develop ROI frameworks and impact measurement strategies demonstrating employment outcomes economic value and skills development metrics 
• Create and maintain dashboards status reports communication plans training strategies and measurement frameworks for client-facing and internal stakeholders 
• Support PR amplification efforts highlighting program success and government value proposition  
• Conduct program evaluations implement continuous improvement initiatives and share best practices across the global workforce development network 

Additional Responsibilities: 

• Oversee technology platforms (LMS CRM reporting dashboards) supporting program delivery and performance tracking 
• Mentor and lead as necessary Project Managers coordinators training specialists and adoption leads involved in projects 
• Foster a culture of innovation inclusion and learner-centricity 
• Contribute to the development and enhancement of existing and new ServiceNow University development offerings 
• Travel: Up to 40% domestically and internationally as needed 

What You Bring: 

• Strong government experience or deep familiarity with government culture processes and stakeholder dynamics 
• Proven go go go mentality with ability to drive complex multi-stakeholder initiatives forward with urgency 
• Comfort with ambiguity and building programs from scratch in evolving environments 
• A collaborative mindset with strong accountability for team and stakeholder success 
• Proven ability to influence and advise senior stakeholders by presenting well-rounded options and providing strategic thought leadership 
• Exceptional communication skills across diverse audiencesfrom government officials to entry-level learners 
• Passion for skills development social impact and the ServiceNow AI Platform 
• Adaptability and creativity with a track record of delivering high-quality results under tight deadlines 

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.
• 8-10 years managing government-funded workforce development or enterprise technology training programs with measurable employment impact 
• Demonstrated experience working with government agencies understanding government culture and navigating public sector environments 
• Extensive experience leading enterprise-wide change enablement programsskilled in executive workshops change impact analysis communication and training strategies and building stakeholder networks 
• Proven track record managing end-to-end program delivery at scale (thousands to millions of learners) 
• Familiarity with government skilling frameworks (apprenticeships vocational training national qualification systems) 
• Proven expertise creating/curating and delivering training content across multiple formats (ILT eLearning video documentation) for diverse audiences 
• Demonstrated track record achieving employment outcomes certification targets and program KPIs 
• Confident delivery skills with ability to engage audiences up to and including C-suite and executive government stakeholders 
• Experience leveraging or integrating AI into work processes decision-making or problem-solving 
• Technical proficiency with Microsoft Office and learning design tools (Camtasia Articulate Descript Snagit Synthesia web conferencing platforms) 
• Bachelors degree in Business Public Policy Education Technology Instructional Design or related field; Masters degree preferred.

Preferred: 

• Hands-on experience with ServiceNow AI Platform ITSM solutions or the ServiceNow product suite 
• Knowledge of ServiceNow certification paths partner ecosystem and customer landscape 
• Background in public-private partnerships and workforce development policy 
• Experience managing localization and multi-language content delivery programs 
• PMP PgMP or equivalent program/project management certification 

FD21

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 and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 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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Remote Work :

Yes

Employment Type :

Full-time