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ServiceNow is seeking a Program Lead for Transformation & Enablement within Global People Operations & Service Delivery (HR Ops). This role sits at the intersection of program design, ServiceNow platform adoption, and AI technology, responsible for building systems and infrastructure that enable delivery centers to ramp faster, perform more consistently, and scale skill development globally.
You will own the new-hire onboarding program for global People Enablement Centers (PECs), applying instructional design and program management best practices to reduce time-to-competency and improve skilling consistency at scale. You will advance development and launch of the advisor readiness application, partnering with operations and technical teams to capture, track, and report on training progress in a governance-ready, auditable system built on the ServiceNow platform.
Key responsibilities include designing and executing a global training strategy supporting processes across the full employee lifecycle in partnership with PEC management; thoughtfully integrating AI into enablement program design and delivery by identifying where AI-powered tools can accelerate content creation, customize onboarding paths, automate quality checks, or surface early-warning signals; running the recurring monthly quality audit program and translating findings into improvement recommendations; leveraging data and applications to proactively surface service delivery improvement opportunities; reimagining enablement for business continuity and leadership readiness; partnering on Robotic Process Automation (RPA) use case development; and bringing perspective on how to structure and evolve onboarding, governance, and skill-scaling programs.
You will drive rigor, discipline, and governance across multiple operating rhythms with a specific focus on advisor readiness and consistent service quality. The role requires high autonomy, comfort operating with ambiguity, and the ability to translate strategic priorities into structured, executable programs while managing multiple concurrent, cross-functional initiatives independently.
REQUIREMENTS:
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact)
- 1-2 years' experience developing or maintaining formal process documentation and performing process audits
- 2+ years of demonstrated success managing cross-functional stakeholder relationships, up to executive level
- 2+ years of practical experience designing and/or delivering enablement materials (live training, process maps, Standard Operating Procedures, work instructions, training presentations) to global audiences
- 2-4 years' experience in HR operations or supporting multiple concurrent, complex HR projects in a matrixed environment
- Citizen Development certification
- Strong knowledge of enterprise-approved AI technologies (Copilot, Claude, Moveworks)
PREFERRED QUALIFICATIONS:
- Previous experience in an HR Shared Services role
- Dedicated program management experience (end-to-end program delivery)
- Strong AI prompting skills
- Citizen Development proficiency (developed and/or launched one or more scoped applications on the ServiceNow AI platform)
- Experience working in a fast-paced, dynamic environment, including in support of Shared Services
- Bachelor's degree or equivalent experience
