Principal Learning Skills Consultant

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.

What you get to do in this role:

ServiceNow University is empowering individuals in the ServiceNow ecosystem to develop the skills for an AI-driven world. The role of a Principal Learning Skills Consultant or ServiceNow University (SNU) Skills Consultant oversees customer-skilling programs and ensures effective learning outcomes, maximizing the value of their ServiceNow product investments. SNU Consultants are the GLD education experts and are expected to stay current on all SNU offerings in training resources and services, delivering effective and well-conceived skilling solutions for customers.

The Principal SNU Skills Consultant serves as the regional expert in enabling the sales team to achieve regional learner targets and to support the sales organization to achieve their regional training bookings goals. They are responsible for overseeing the overall training health of Marquee Customers and other key strategic accounts, by overseeing the best SNU adoption and implementation practices. The Principal Consultant collaborates both with customers and internal ServiceNow stakeholders to execute learner targets by addressing the upskilling and talent requirements of those customers.

The team plays a key role in evangelizing and communicating the benefits of ServiceNow University to the different ServiceNow departments and stakeholders so they can ensure that SNU is widely embraced during its launch. The Principal SNU Skills Consultant will also be adept with the pillars of COEI and organizational change management practices to foster successful SNU adoption.

• Oversee the learner target and development of an assigned region or vertical by collaborating with local account teams and their leaders to promote the SNU platform, content, and overall GLD learning supply chain – assisting them in driving SNU Training Services and achieving their booking goals.
• The Principal SNU Consultant will be responsible for managing assigned strategic accounts, which necessitate expertise in handling intricate enterprise training agreements and procurement procedures.
• KPIs are based around learner journey adoption metrics, tracked as active learners within the SNU platform, regional sales support, and demonstrable growth of SN Certified/Credentialled individuals within the allocated regional/accounts ecosystem.
• Establish SNU presence within the assigned region by attending account team meetings, QBRs and other events. Strategize with regional account leadership about Marquee customer solutions and outline key account training strategies and action plans to ensure demonstrable, successful learning outcomes.
• Collaborate and strategize with other SNU specialists and business units to develop regional community and talent pipelines, such as SNU delivery partnerships, academic collaborations, and placement partners, to enhance adoption capabilities.
• Develop and deliver formal training consultations for select ServiceNow customer and partner accounts in collaboration with customer success squads to assist customers in maximizing their training investments. This will include:
• Conducting account research such as utilizing the ServiceNow platform to generate reports on training and financial data.
• Advising on the complete ServiceNow University Training catalog and platform portfolio.
• Providing and monitoring training adoption plans based on customer requirements and introducing new or expanded offerings.
• The Principal SNU Skills Consultant plays a crucial role within their team and the broader organization. They are responsible for developing, mentoring, coaching, and leading others. They bring extensive experience in specific functional areas or industry expertise. By aligning departmental goals with company objectives, they foster commitment among peers and others.
• This Principal consultant will maintain strong relationships with Product Management and other departments within GLD, as they will own assigned projects with internal GTM teams to develop scalable strategies and programs that will impact the overall execution of services.
• Travel up to 10-15% (worldwide) per year for occasional conferences & events.

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.
• A minimum of 7+ years of experience in selling and implementing ServiceNow training solutions, or similar, is preferred. The candidate should also possess demonstrated skills in Change or Project Management within the context of training program management at an enterprise level.
• 8-10 years minimum account management, sales or solution consultant experience at an enterprise level.
• Current Certified System Administrator (CSA), other ServiceNow certifications, PMP or ITIL certifications preferred.
• Consultative sales expertise, with a proven ability to align platform capabilities with client challenges to drive measurable business outcomes with a commitment to professional development & becoming an SNU Expert in the field.
• Exceptional communication and presentation skills, with experience engaging with C-level decision-makers across industries.
• Proven experience effectively developing learning proposals/strategies for Enterprise-level organizations.
• Uses communication skills to negotiate complex matters (e.g. conflicting sources of information or opinions).
• Effectively builds consensus and resolves complex issues. Actively seeks to understand others (often to influence, develop or lead). Listens and fosters open communication.
• Strong working knowledge of MS Office applications, especially Microsoft PowerPoint and Excel, with demonstrated ability to create customer-facing proposals.
• A proven ability to consolidate and interpret technical information and translate it in a meaningful way for key stakeholders.
• Experience incorporating analysis and reporting into programs.
• Strong executive presence and presentation skills at an Enterprise level.
• Language skills: Arabic and fluent English.
• A focus on succeeding as a team and a customer-first mindset.

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.

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 globaltalentss@servicenow.com 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.