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.
Benefit options available through Magnit Global, depending on contract factors and upon meeting requirements.
Summary
We are seeking an experienced contractor to own and advance the product adoption framework for the HR Service Delivery (HRSD) product portfolio within the Outbound Product Management team. This role is responsible for building structured adoption programs, developing high-impact enablement content, and creating the materials and frameworks that empower customers and internal teams to drive measurable adoption outcomes at scale.
The ideal candidate is a strategic thinker with strong content creation and program development skills, a deep understanding of HR technology, and the ability to translate complex product capabilities into clear, compelling adoption guidance. This is a high-visibility role with direct influence on how HRSD capabilities are understood, adopted, and valued across our customer base.
Key Responsibilities
- Design and maintain the HRSD product adoption framework, including adoption stages, success metrics, and enablement pathways
- Develop adoption content — playbooks, how-to guides, best practice documentation, and enablement toolkits
- Create compelling narratives and structured messaging that translate complex HRSD capabilities into clear, actionable adoption guidance
- Identify and analyze adoption barriers through root cause analysis; develop scalable, systemic recommendations to address them
- Partner with Product, Sales, and Product Excellence teams to align adoption strategies with product roadmap and customer outcomes
- Establish and track adoption metrics, synthesizing data and field insights to continuously refine the framework
- Engage stakeholders at multiple levels, building trust and communicating adoption progress and recommendations with clarity and persuasion
- Support process improvement by identifying gaps in the current adoption approach and driving actionable solutions
Skills
Required Skills & Qualifications
Communication & Relationship Management
- Clear, empathetic, and professional verbal and written communication with customers and internal teams
- Active listening — truly hearing and confirming customer concerns before responding
- Exceptional writing and editing; ability to produce organized, error-free, high-quality work
- Client relationship management — building rapport, understanding needs, and managing expectations
Problem Solving & Strategic Thinking
- Strong analytical thinking: breaking down complex issues and developing data-driven solutions
- Root cause analysis — identifying underlying issues to prevent recurrence
- Strategic assessment of situations with actionable, prioritized recommendations
- Process improvement mindset — identifying and fixing systemic gaps
Interpersonal & Leadership Skills
- Empathy and emotional intelligence — understanding customer frustration and de-escalating situations
- Conflict resolution — handling disagreements calmly and professionally to reach resolution
- Persuasion and negotiation — presenting compelling arguments and handling objections effectively
- Team leadership — guiding, motivating, and influencing without direct authority
- Patience and resilience — sustaining performance through complex, demanding customer interactions
Operational & Technical Skills
- Time management and organization — prioritizing tasks and managing multiple concurrent engagements
- Adaptability — adjusting approach to varied industries, customer needs, and changing conditions
- Technical aptitude — working understanding of HRSD products and services sufficient to engage meaningfully with customers
- Professionalism — reliable, accountable, and takes pride in work quality
Education
Preferred Qualifications
- 5+ years of experience in customer success, product adoption, HR technology consulting, or related
- Familiarity with ServiceNow HR Service Delivery or similar HR platforms
- Experience working in or with enterprise HR, IT, or shared services organizations
- Demonstrated ability to influence stakeholders at Director level and above
Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.