User Adoption Lead

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI‑enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud‑based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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 Service Now Platform. You’ll work cross‑functionally, influence key stakeholders, and drive high‑impact outcomes—all while balancing timelines, deliverables, and resources.

• Lead user adoption engagements from pre‑sales through successful delivery, ensuring scope, timelines, and business outcomes are met.
• Partner with Service Now 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 Service Now 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.

• 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 Service Now Platform.
• Adaptability, creativity, and dependability with a track record of delivering high‑quality outputs under tight deadlines.

• 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.
• 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 Service Now 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…