ServiceNow · 2 months ago
User Adoption Lead
Santa Clara, CA
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expServiceNow is a global market leader in innovative AI-enhanced technology, seeking a User Adoption Lead to guide customers through tailored training programs and user adoption strategies. In this role, you will work cross-functionally, influence key stakeholders, and drive high-impact outcomes while ensuring a seamless customer experience.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
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
Qualification
Required
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 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
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
Bill McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
Crowdfund Insider
2026-01-17
2026-01-16
Company data provided by crunchbase