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Senior Enterprise Adoption Specialist
2 months ago
Overview
ServiceNow is seeking a highly skilled and experienced Senior Enterprise Adoption Specialist to lead our customers through custom training and user adoption initiatives. As a key member of our team, you will be responsible for ensuring seamless adoption of our platform, driving business outcomes, and delivering exceptional customer experiences.
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.
