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Enterprise Change Enablement Lead

2 months ago

Sydney, New South Wales, Australia ServiceNow Full time
About the Role

We are seeking a highly skilled and experienced Enterprise Change Enablement Lead to join our team at ServiceNow. As a key member of our organization, you will be responsible for leading customers through custom training and user adoption initiatives, ensuring seamless integration of our platform into their business operations.

Key Responsibilities
  • 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 plans, issues/risk registers, weekly status reports, stakeholder analyses, business impact analyses, 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.
Requirements
  • 8+ years of hands-on experience in leading Enterprise-wide change enablement programs with proven results, including conducting workshops with executive-level stakeholders, determining change impacts, developing communications plans, training plans, measurement strategies, and change champion networks.
  • 8+ years of project management experience at an enterprise level.
  • 8+ years of deep experience effectively managing projects and software-user curriculum design.
  • Knowledge and hands-on experience implementing ITSM solutions or similar preferred, with emphasis on ServiceNow Platform and product knowledge.
  • Demonstrated ability to influence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors/stakeholders in solving training and adoption-related issues.
  • High level of situational adaptability, creativity, and dependability required.
  • Experience in rapid development and quick turnaround of deliverables required.
  • Experience incorporating measurement and assessments into all learning programs is preferred.
  • Ability to deliver technical training to a variety of audiences and adapt delivery as needed is preferred.
  • Good working knowledge of MS Office applications, especially Word, Excel, and PowerPoint, as well as learning technologies such as Captivate, Articulate, Descript, 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.
  • Acts independently to determine methods and procedures on new or special assignments. May supervise the activities of others.
About ServiceNow

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.