User Adoption Lead

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. We’re disruptive. We work hard but try not to take ourselves too seriously.Collaboration is at the heart of our success. We're seeking a team player who thrives in a high-performing, supportive environment where mutual respect and shared goals drive our work. At ServiceNow, we’re adaptable, innovative, and deeply committed to our customers and our product. A career here means continuously challenging yourself to grow and deliver at your best.We’re currently hiring a User Adoption Lead. In this critical role, you’ll guide customers through tailored training programs and user adoption strategies that ensure success with the ServiceNow Platform. You’ll work cross-functionally, influence key stakeholders, and drive high-impact outcomes—all while balancing timelines, deliverables, and resources.What You’ll Do:· 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.What You Bring:· 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.