Expert Programs Delivery Manager

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.

The Expert Programs team develops and delivers the Certified Workflow Architect, Certified Technical Architect, and Certified Master Architect programs, the pinnacle of ServiceNow’s certification offerings. These cohort style programs offer the most advanced members of the ServiceNow ecosystem the opportunity to become a certified architect, a trusted technical advisor and valued partner who has mastered strategy, design, architecture and governance.The Expert Programs Delivery Coordinator owns the coordination and management of the Certified Workflow Architect programs offered by ServiceNow. This role is specifically dedicated to the Certified Workflow Architect program, though work on other Expert Programs could also occur. The Expert Programs team takes a vested interest in the professional growth and success of each member of their Architect program cohort by ensuring a world-class learning experience. This role requires in-depth knowledge of the ServiceNow architect persona related to customer and industry workflows. Delivery Coordinators use their experience and expertise to guide learners to discover creative and scalable solutions that achieve superior outcomes. This requires professionals who are agile, creative, have exceptional organizational and program management skills, and who demonstrate confidence and command engagement.

**In order to be eligible only candidates with experience in ServiceNow customer workflows will be considered**

What you get to do in this role:

• Serve as the Delivery Coordinator for ServiceNow’s Certified Workflow Architect program, which includes, but is not limited to:
  • Managing participation and student progress
  • Leading or directing discussions towards program objectives
  • Evaluating student progress and providing effective coaching as needed
  • Reviewing final exam scores and feedback to ensure objectivity and behavioral focus suggested improvements
• Provide effective, objective, behavior-based coaching to expediate student growth
• Gather, assess and report on program metrics
• Coordinate with and market to internal experts and stakeholders
• Work with the content creation team in creating effective and engaging materials to meet learning objectives
• Identify opportunities for improvement and drive improvement initiatives to completion
• Support the professional development of others through means of mentoring
• Ensure equity, fairness, and inclusivity for all programs

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+ years managing multiple large programs/projects, in enterprise environments; or equivalent education/experience

• 5+ years’ experience across a variety of applications within the ServiceNow platform

• 3+ years’ experience directly engaged in ServiceNow CRM & industry workflow implementations

• Experience consulting, instructing or facilitating one-on-one or in groups, a plus.

• Excellent project and program management and organization skills

• Experience in ServiceNow implementations and/or application development

• Experience facilitating training or mentorship in demanding technical organizations

• Strong interpersonal and communication skills

• Ability to work collaboratively with a diverse group of stakeholders

• Current knowledge of effective learning and development methods including understanding of training trends and best practices

• An understanding and respect of diverse learning needs and communication styles which vary across countries, regions and business units

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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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