User Adoption Lead

ServiceNow is seeking a User Adoption Lead to guide customers through tailored training programs and user adoption strategies that ensure success with the ServiceNow Platform. The ideal candidate will have experience in leveraging AI, a collaborative mindset, and a strong sense of accountability for team and customer success.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• A collaborative mindset and a strong sense of accountability for team and customer success.
• Proven experience leading complex customer engagements with minimal oversight.
• Proven ability to influence and advise stakeholders by presenting well-rounded options—while providing strategic thought leadership to address training and adoption challenges.
• Exceptional communication skills across a range of audiences.
• A passion for user enablement, continuous improvement, and the ServiceNow Platform.
• Adaptability, creativity, and dependability with a track record of delivering high-quality outputs under tight deadlines.
• 8+ years of experience leading enterprise-wide change enablement programs with measurable impact—skilled in executive-level workshops, change impact analysis, communication and training strategies, measurement planning, and building change champion networks.
• Extensive expertise in managing complex projects and creating tailored training content for diverse audiences across multiple formats.
• A collaborative spirit with a strong track record of being a reliable, solutions-oriented team player.
• Hands-on knowledge of ITSM solutions—preferably with the ServiceNow Platform and product suite.
• Strategic influence skills, with the ability to advise stakeholders by presenting balanced options and guiding decisions on training and user adoption initiatives.
• Exceptional adaptability, creativity, and dependability, demonstrated through consistent delivery of high-quality outcomes in fast-paced, evolving environments.
• Confident delivery skills, able to effectively train audiences ranging from executives to end users, adjusting style and format as needed.
• Technical proficiency with Microsoft Office and learning design tools such as Camtasia, Articulate, Descript, Snagit, Synthesia, and web conferencing platforms.
• A relevant degree in consulting, change management, project management, instructional design, or equivalent practical experience.

Benefits

• Competitive salary and benefits package
• Opportunities for career growth and development
• Collaborative and supportive work environment
• Access to cutting-edge technology and tools
• Comprehensive training and development programs
• Flexible work arrangements and work-life balance
• Opportunities for professional certifications and continuing education