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 leading complex customer engagements and integrating AI into work processes.

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
• 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
• Extensive expertise in managing complex projects and creating tailored training content for diverse audiences across multiple formats
• 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

• Travel up to 10% globally as needed
• Mentorship to peers, help evolve internal processes and standards, and foster a culture of continuous learning
• Opportunities for career growth and professional development
• Comprehensive benefits package
• Diverse and inclusive work environment
• Equal opportunity employer