Associate Principal - Package Implementation

About the role

As a ServiceNow Business Process Consultant, you will create and deliver content that drives product adoption for Legal, HR, and S2P products. You will engage with customers through architecture reviews, capability assessments, and advisory sessions, and work cross-functionally to manage value metrics and adoption tracking.

Responsibilities

• Create content showcasing product adoption sequencing and capabilities known to drive value for customers who have deployed them.
• Publish content to Community and YouTube channels.
• Develop product training content for ServiceNow Impact teams, including 101-level product overviews, common use cases, and agentic capabilities.
• Deliver training sessions for ServiceNow Impact teams, including at least one live session per geographic region and a recorded version.
• Engage with customers to deliver architecture reviews, capability reviews, and advisory best-practice sessions to drive product adoption.
• Contact core account Impact team CSMs and CSEs of low-adoption and undeployed customers to share adoption content and training material.
• Engage with solution sellers and Impact team CSMs/CSEs of customers renewing in the next 4 quarters to obtain renewal risk assessments.
• Program-manage cross-team initiatives, including customer program journeys, adoption tracking, and downsell risk management.
• Monitor reporting compliance, update SSFs and Tasks in plays and vanguards cases at least weekly, and triage CRIR requests and risk signals.
• Report findings to the team manager for prioritization and engage in PEx when needed.
• Review and improve NowCreate content, deploy templates, publish to the Best Practice Center, and clean up broken or outdated links.
• Create customer story slides and collaborate with Outbound Product Management to publish on the Sales Success Center.

Requirements

• Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving.
• 7+ years of work experience with the ServiceNow platform, including a minimum of 5 years in a technical or techno-functional customer-facing role delivering ServiceNow HRSD implementations for large organizations.
• ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications (e.g., CTA) are desired.
• Strong ServiceNow platform knowledge with the ability to resolve technical issues while understanding process nuances and KPIs critical for HR operations.
• Experience implementing ServiceNow HR Service Delivery products (strongly preferred).
• Deep expertise and active presence in the HR industry, leveraging domain knowledge and industry relationships to shape product strategy.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
• Strong analytical and problem-solving skills, with the ability to work independently and as part of a team.
• Familiarity with Agile methodologies and experience working in an Agile environment.
• Experience working with cross-functional teams, including product owners, engineers, sales, and marketing professionals.
• Customer-focused mindset with a commitment to delivering high-quality results.
• Proven track record of driving business growth and customer satisfaction through innovative technology solutions.

Benefits

• Comprehensive medical, dental, and vision plan.
• Short-term and long-term disability coverage.
• 401(k) plan with company match.
• Life insurance.
• Vacation time, sick leave, and paid holidays.
• Paid paternity and maternity leave.

Pay

The salary range for this position is $X–$Y (minimum and maximum target for US locations). Individual pay is determined by work location, job level, skills, experience, and relevant education or training. Additional forms of compensation, such as an annual performance-based bonus or sales incentive pay, may be provided.