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.
