User Adoption Lead

User Adoption Lead

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• 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.
• Hands-on knowledge of ITSM solutions—preferably with the ServiceNow Platform and product suite.
• 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.

Responsibilities

• Lead user adoption engagements from pre-sales through successful delivery, ensuring scope, timelines, and business outcomes are met.
• Partner with ServiceNow University Consultants and account teams to design and deliver training and user adoption strategies tailored to customer needs.
• Advise customers on appropriate user adoption offerings and learning solutions from the ServiceNow University catalog.
• Develop and deliver user adoption packages.
• Manage all client-facing and internal deliverables, including project plans, issue/risk registers, status reports, impact analyses, communication plans, training strategies, job aids, videos, and measurement frameworks.
• Facilitate workshops (virtually and in-person) to ensure stakeholder alignment and gather content for various deliverables.
• Manage customer relationships, proactively resolve escalations, and ensure a seamless customer experience.
• Create and deliver a wide range of learning assets—including instructor-led sessions, eLearning modules, videos, and documentation—targeted to various roles, levels, and products.
• Deliver training to diverse audiences, including executives, end users, and process users.
• Contribute to the development and enhancement of existing and new user adoption offerings.
• Provide mentorship to peers, help evolve internal processes and standards, and foster a culture of continuous learning.
• Travel up to 10% globally as needed.

Preferred Qualifications

• 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.