Senior Specialist - Package Implementation

Create content showcasing product adoption sequencing and capabilities that are known to drive value for customers who

have deployed them Publish the content to Community and YouTube channel

Create product training content for ServiceNow Impact teams Includes a 101level product overview explanation of common use cases and agentic capabilities

Deliver training sessions for ServiceNow Impact teams based on the content created in the line above Include at least 1 live session in each geographic region and a recorded version

Engage with customers to deliver architecture reviews customer capability reviews and advisorybest practice sessions with a goal of driving product adoption for Legal HR and S2P products

Contact core account Impact team CSMs and CSEs of low adoption and undeployed customers to share adoption content

and product training material

Contact solution sellers and Impact team CSMs CSEs of customers renewing in the next 4 quarters to obtain renewal risk

assessments and details

Program manage crossteam initiatives value metrics Focus customer program Journeys adoption tracking downsell risk

management

Monitor reporting compliance SSFs and Tasks included in all plays and vanguards cases are updated at least onceweek

Triage CRIR requests and risk signals to identify when PEx engagement is needed Report findings to team manager for

prioritization

Review and improve NowCreate content Deploy the product create the templatescontent publish to Best Practice Center

clean up broken links remove outdated content

Create customer story slides Work with Outbound Product Management to publish on the Sales Success Center

Job Description

8 -12 years in a customer facing role as a Solution Architect TechnicalProcess Consultant Customer Success manager or additional related role

5 years of experience managing executive business stakeholders in a customer organization preferred

2 years of experience with the ServiceNow platform in a technical capacitydeveloper solution architect technical consultant or additional relevant role

Knowledge of ServiceNow platform topics such as Playbooks Process Automation Designer and Integration Hub preferred

Knowledge of ServiceNows integration tools and capabilities preferred 2 years of experience working with Legal or Contract Management processes or technology preferred

Experience implementing ServiceNow Legal Contract Operations products strongly preferred

Fanatical about customer success and tenacious about advising coaching and mentoring customers on our technology as well as the disciplines of procurement and supply chain

Other skills which will help you succeed in this role data driven experience with value consultingrealization verbal and written communication talent content

webinar development