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ServiceNow Training and Adoption Lead

2 months ago

Sydney, New South Wales, Australia ServiceNow Full time
Job Description

ServiceNow is seeking a highly skilled Training and Adoption Lead to join our team. As a key member of our organization, you will be responsible for leading customers through custom training and user adoption initiatives.

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 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.

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 a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

What We Offer:

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.

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 law.