Principal Skilling and Adoption Lead, ServiceNow University Government Programs

Company Description
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 - ServiceNow 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.
Job Description
The ServiceNow Customer Acceleration org (part of the Global Learning and Development group) is seeking a Principal Skilling and Adoption Lead to build, deliver, and scale global government skilling programs through ServiceNow University content offerings across the Americas geography. This hybrid execution and evangelism role combines end-to-end program delivery with strategic stakeholder management to meet the growing global demand from governments for AI literacy, reskilling, and digital capability-building.
You'll lead large-scale, high-volume learning initiatives that package and deliver ServiceNow platform training programs with localization capabilities, while managing the ongoing engagement, reporting, proof of outcomes, and stakeholder relationships that governments increasingly expect. This role creates sustainable career pathways that prepare individuals for both AI Literacy awareness and high-demand roles within the ServiceNow ecosystem.
What You'll Do:
End-to-End Program Delivery:

• Lead large government and workforce skilling programs through their complete lifecycle, managing budgets, complex timelines, and cross-functional stakeholder relationships
• Oversee content packaging, distribution, access management, rollout orchestration, and completion tracking for high-volume learning programs
• Design and deliver scalable training and adoption programs featuring content focused on the ServiceNow AI platform and other technologies tailored to diverse learner populations
• Build and curate comprehensive learning assets including instructor-led sessions, eLearning modules, videos, job aids, and documentation targeted to various roles and skill levels
• Develop and implement user adoption strategies, communications programs, enablement frameworks, and change management initiatives that ensure learner success and employment readiness
• Manage cohort orchestration and delivery logistics to support programs serving thousands to millions of learners
• Facilitate components such as instructor-led workshops and leadership training programs where government funding models allow

Stakeholder Engagement & Government Relationship Work:

• Build and maintain strategic partnerships with internal account teams, government agencies, workforce development bodies, public funding organizations, and regulatory authorities
• Advocate for and evangelize ServiceNow University's government offerings across stakeholder networks
• Qualify opportunities, coordinate handoffs, and work collaboratively with account teams (not a sales role)
• Advise and collaborate with government partners and training providers on appropriate learning solutions and adoption strategies from the ServiceNow catalog
• Facilitate workshops (virtually and in-person) to ensure stakeholder alignment, gather content requirements, and drive engagement

Program Outcomes & Impact Measurement:

• Own and report on program outcomes including enrollment, completion rates, certification attainment, employment outcomes, and customer satisfaction
• Develop ROI frameworks and impact measurement strategies demonstrating employment outcomes, economic value, and skills development metrics
• Create and maintain dashboards, status reports, communication plans, training strategies, and measurement frameworks for client-facing and internal stakeholders
• Support PR amplification efforts highlighting program success and government value proposition
• Conduct program evaluations, implement continuous improvement initiatives, and share best practices across the global workforce development network

Additional Responsibilities:

• Oversee technology platforms (LMS, CRM, reporting dashboards) supporting program delivery and performance tracking
• Mentor and lead as necessary Project Managers, coordinators, training specialists and adoption leads involved in projects
• Foster a culture of innovation, inclusion, and learner-centricity
• Contribute to the development and enhancement of existing and new ServiceNow University development offerings
• Travel: Up to 40% domestically and internationally as needed

What You Bring:

• Strong government experience or deep familiarity with government culture, processes, and stakeholder dynamics
• Proven "go, go, go" mentality with ability to drive complex multi-stakeholder initiatives forward with urgency
• Comfort with ambiguity and building programs from scratch in evolving environments
• A collaborative mindset with strong accountability for team and stakeholder success
• Proven ability to influence and advise senior stakeholders by presenting well-rounded options and providing strategic thought leadership
• Exceptional communication skills across diverse audiences-from government officials to entry-level learners
• Passion for skills development, social impact, and the ServiceNow AI Platform
• Adaptability and creativity with a track record of delivering high-quality results under tight deadlines

Qualifications
To be successful in this role you have:

• 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.
• 8-10+ years managing government-funded workforce development or enterprise technology training programs with measurable employment impact
• Demonstrated experience working with government agencies, understanding government culture, and navigating public sector environments
• Extensive experience leading enterprise-wide change enablement programs-skilled in executive workshops, change impact analysis, communication and training strategies, and building stakeholder networks
• Proven track record managing end-to-end program delivery at scale (thousands to millions of learners)
• Familiarity with government skilling frameworks (apprenticeships, vocational training, national qualification systems)
• Proven expertise creating/curating and delivering training content across multiple formats (ILT, eLearning, video, documentation) for diverse audiences
• Demonstrated track record achieving employment outcomes, certification targets, and program KPIs
• Confident delivery skills with ability to engage audiences up to and including C-suite and executive government stakeholders
• Experience leveraging or integrating AI into work processes, decision-making, or problem-solving
• Technical proficiency with Microsoft Office and learning design tools (Camtasia, Articulate, Descript, Snagit, Synthesia, web conferencing platforms)
• Bachelor's degree in Business, Public Policy, Education, Technology, Instructional Design, or related field; Master's degree preferred.

Preferred:

• Hands-on experience with ServiceNow AI Platform, ITSM solutions, or the ServiceNow product suite
• Knowledge of ServiceNow certification paths, partner ecosystem, and customer landscape
• Background in public-private partnerships and workforce development policy
• Experience managing localization and multi-language content delivery programs
• PMP, PgMP, or equivalent program/project management certification

FD21
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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