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Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

We are seeking a highly motivated and experienced Business Enablement and Change Management Lead to join our ServiceNow Program Management team under Global Operations organization .

As Business Enablement and Change Management Lead , you will play a pivotal role in supporting and executing enablement and change management across multiple transformational programs. Your key responsibilities will include persona impact assessments, journey mapping, stakeholder analyses, enablement and training content creation, documentation, and project management.

Key responsibilities:

• Support major business transformation projects with impact to sales, sales ops, pricing ops, deal desk, product success, customer success and other organizations.

• Design, develop, and deliver product training and enablement for Global Operations Organization

• Create communications, training, and enablement content (videos, storyboards, assessments, eLearning modules, etc.) relevant to change initiatives.

• Liaise with other team-members, external SMEs, and service providers to ensure development of materials per required standards and brand guidelines, including accessibility, quality, sustainability requirements, and others, as required

• Apply change management process and tools to create a strategy to support adoption of the changes required by the programs.

• Assess and evaluate the impact of change and develop detailed enablement and training plan for programs and initiatives.

• Lead enablement and change management work streams with a structured methodology / process.

Additional responsibilities may include:

• Identify, analyze and prepare risk mitigation tactics

• Identify and manage anticipated resistance to changes

• Support and engage senior leaders

• Coordinate efforts with other SMEs and stakeholders

• Integrate change management activities into project plan

• Evaluate and ensure user readiness

• Manage stakeholders

• Track and report issues

• Support change management at the organizational level

• Identify risks and develop risk mitigation tactics related to enablement and change management.

• Collaborate with the Projects Managers to integrate change management activities into the existing project plans.

• Provide reporting and other updates to management and project teams.

Additional responsibilities may include:

• Identify, analyze and prepare risk mitigation tactics

• Identify and manage anticipated resistance to changes

• Support and engage senior leaders

• Coordinate efforts with other SMEs and stakeholders

• Integrate change management activities into project plan

• Evaluate and ensure user readiness

• Manage stakeholders

• Track and report issues

• Support change management at the organizational level

Skills and Qualifications

• 7-8 Years in enablement, change management, content creation (videos, user guides, eLearning modules, etc.) experience across large scale Go-to-Market systems and processes transformations

• Basic understanding of LMS system, SCORM, and SharePoint

• Intermediate knowledge of eLearning tools, such as Articulate 360, RISE, and Camtasia, etc.

• Experience applying Instructional Design strategies, Visualization, and Design Thinking skills to projects

• A solid understanding of how people go through a change and the change process.

• Experience and knowledge of change management and content creation principles, methodologies and tools.

• Exceptional communication skills, both written and verbal

• Excellent active listening skills

• Ability to clearly articulate messages to a variety of audiences

• Ability to establish and maintain strong relationships

• Comfortable in a fast-paced environment

• Flexible and adaptable; able to work in ambiguous situations

• Organized with a natural inclination for planning strategy and tactics

• Able to work effectively at all levels in an organization

• Must be a team player and able to work collaboratively with and through others

• Acute business acumen and understanding of organizational issues and challenges

• Familiarity with project management approaches, tools and phases of the project lifecycle

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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