Supports our growing customer success group to ensure that they are equipped with skills to operate successfully in their roles within ServiceNow.
Responsible for high level strategic consulting and enablement strategies, that span all job roles in customer success group.
Including strategies that have change components. Partnering with our Change and transformation team, as well as our internal content development and delivery team.
Using proven adult learning design and curriculum models to map impact of change to persona based roles and design, develop and manage end to end enablement strategies.
Communicate at an executive level regular updates and project milestones for the implementation of strategies that are inflight.
Insure all ILT assets are created and delivered in a consist format and managed / distributed programmatically.
Consistently demonstrate a high level of stakeholder satisfaction.
Conduct in depth skills assessments and needs analysis discovery meetings.
Familiar with Agile methodologies and working in Scrums or sprints where required.
Maintain meticulous documentation on every stage of the enablement strategy
including budget, resources and development, implementation and review impact to the business.
Provide direction, oversight and management of any assigned enablement initiatives
working in a highly consultative mode being an expert in enablement strategies across multiple job roles, insuring consistency in content and delivery across entire set of initiatives that can then be operationalized.
To be successful in this role :
Ability to work well with and gain the respect of stakeholders, subject matter experts and colleagues across the CSG Group.
A strong ability to drive, collaborate, and manage a wide range of enablement initiatives is a must. Passionate about enabling others.
Excellent verbal and written communication skills and ability to work independently.
Highly responsive to internal requests
Great interpersonal skills
Degree in Instructional Design, or Adult learning theory, Education Degree
High energy level and a can do attitude, passionate about the learner journey
Effective time manager, capable of developing the strategy and delivering / executing on the tactics on multiple projects, on time and on budget
Diplomacy, integrity, and presence that enables you to work effectively at all levels within large organization
Positive demeanor, with a sense of purpose and the ability to have fun
Proven proficiency in utilizing instructional design methodologies and adult learning theories (formal education in these areas preferred).
Experience managing professional staff members and providing appropriate metrics up the management chain.