Job Title: Senior Training and Adoption Lead

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 Senior Training and Adoption Lead who will focus on leading customers through custom training and user enablement initiatives. The ideal candidate is a utility player who has experience with demand deadlines, managing deliverables to a timeline, guiding customers and expectations, facilitating training and workshops, working as part of a cross functional team.  

What you get to do in this role:


• Provide leadership, technical project coordination, and consultative services; liaise with cross-functional work teams, key stakeholders and subject matter experts at an enterprise level to develop course specifications and gather course content.
• Project manage, develop, and deliver technical 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 ears of expertise.
• Focus on product development and implementation of change enablement package offering.
• Assist with training needs analyses to ensure that all training materials are highly targeted to the needs of the audience.
• Manage course content for technical software products and ensure that up-to-date knowledge is conveyed for each release.
• Mentor department peers, contribute to department standards, and share knowledge with internal resources.
• Contribute to and assist in the delivery of effective and sustainable training courses and curriculum.
• Travel up to 30% worldwide per year.

 In order to be successful in this role, we need someone who has:


• Knowledge and hands-on experience implementing ITSM solutions or similar preferred.
• Background in ITIL, service management, asset management, IT management preferred.
• 5-7+ years of experience in user-focused change management at an enterprise level preferred.
• 5-7+ years of deep experience effectively managing projects, software-user curriculum design, development, and delivery with a range of customer stakeholders required.
• High level of flexibility, creativity and dependability required.
• Superior business writing and technical writing skills in English required.
• Experience in rapid development and quick turnaround of training deliverables required.
• Experience incorporating measurement and assessments into all learning programs a plus.
• Experience using effective project management techniques to organize training projects and to ensure quality required.
• Ability to deliver technical training to a variety of audiences and adapt delivery as needed is required.
• Good working knowledge of MS Office applications, especially Word, Excel, and PowerPoint, as well as learning technologies such as Captivate, Articulate, 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

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.

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or [email protected] for assistance.