JOB DESCRIPTION.
We are currently hiring a User Adoption Lead. In this critical role, you will 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 will 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.
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.
Skills:
To be successful in this role you have:
* 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.
* French Speakers are preferred for this role.
* Europe based candidates are preferred.
Education:
A relevant degree in consulting, change management, project management, instructional design, or equivalent practical experience