AI Adoption Lead

About the Role 

We are seeking a highly collaborative and people-driven AI Adoption Lead to lead adoption and change management for our Global Sales Operations organization as part of the GTM AI Acceleration team. Your role is to ensure that every innovation is implemented deeply adopted embedded in workflows and embraced by teams across the globe. 

This role will focus on helping build scalable training programs leading behavioral change initiatives and activating communities of practice and local champions as the cornerstone of our innovation adoption strategy. These communities will serve as internal incubators for feedback peer learning advocacy and continuous improvement. 

Youll work hand-in-hand with GTM Engineers Data Engineer Project Managers Enablement Experts and our Sales Operations teams to shape a strategy supporting the roll-out of new tools and processes ensuring alignment between product development and user experience.  

Your work will directly impact AI adoption and as a consequence improve our volume value velocity and productivity across our Field Operations Sales Planning and Partner Operations teams. By aligning people processes and AI technology around an adoption experience that truly works you will improve our customer satisfaction and SOPs productivity contributing directly to ServiceNows ambition of becoming a $30B business. 

Key Responsibilities 

• Collaborate closely with the GTM AI Acceleration Enablement and SOPs teams to align messaging materials and learning experiences with user needs and product design
• Establish and scale communities of practice and local champion networks that act as the backbone for innovation adoption driving peer-to-peer engagement feedback and ideation
• Drive enterprise-level change management including stakeholder engagement communications planning and behavioral reinforcement strategies
• Measure adoption using a combination of system usage sentiment analysis feedback loops and business impact metrics
• Help design and deliver global enablement strategies that support the rollout of new technology and processes
• Lead onboarding training and continuous learning initiatives tailored to Sales Operations personas and workflows
• Manage the AI Adoption Strategy (training communication recognition rewards and communities)

A Day in the Life 

Your day might begin by checking engagement and adoption metrics from a just-launched AI innovation identifying gaps and planning improvements for increased adoption. Mid-morning you co-host a community of practice session with field champions facilitating a conversation on how teams are using a new AI tool for forecasting in real-time.  

Afterward you connect with GTM Engineers to align on the next big release and with the Enablement team on materials and go-live communications for this upcoming release.  

In the afternoon you prepare an adoption dashboard and communication for leadership showing global progress and behavioral trends across sales teams. 

Ideal Candidate Profile 

• Passionate about empowering people through learning enablement and community-led transformation
• Expert in designing and executing change management and adoption strategies in large-scale matrixed environments
• Proven ability to activate and grow peer-driven networks and champions as catalysts for adoption
• Comfortable aligning with GTM Engineers and field employees to connect innovation delivery with field activation
• Empathetic and driven by the challenge of turning complexity into clarity and action
• Curious self-learner autonomous and team player

Qualifications :

To be successful in this role you have:

• 4 years in customer success enablement change management learning & development or similar roles within SaaS or enterprise sales organizations
• Experience working with product and innovation teams to support end-user readiness and success in sales or sales operations organizations
• Proven track record of leading internal or customer-facing technology adoption initiatives
• Demonstrated success in building and scaling global communities of practice and champion programs
• Familiarity with learning platforms CRM AI/automation tools and productivity suites like Microsoft 365
• Proven experience leveraging AI/LLMs (particularly Claude and Copilot) to improve personal output and support technology adoption
• Exceptional communicator and storyteller with a knack for engaging diverse global teams
• Proficiency in English is needed and additional languages (e.g.: Spanish French German) will be highly valued

Why Join Us 

• Be a key driver in ServiceNows journey to $30B and beyond
• Collaborate with a visionary high-energy team dedicated to reshaping the future of digital sales
• Help pioneer AI-enabled sales processes with measurable business impact
• Work in a dynamic inclusive and forward-thinking environment with strong leadership support 

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 :

No

Employment Type :

Full-time