ServiceNow Legal Business Process Consultant

Location: Santa Clara, CA (Remote)

About the role

Create content showcasing product adoption sequencing and capabilities that drive value for customers who have deployed them. Publish the content to Community and YouTube channel.

• Create product training content for ServiceNow Impact teams, including a 101-level product overview, explanation of common use cases, and agentic capabilities.
• Deliver training sessions for ServiceNow Impact teams, including at least one live session in each geographic region and a recorded version.
• Engage with customers to deliver architecture reviews, customer capability reviews, and advisory best-practice sessions with a goal of driving product adoption for Legal, HR, and S2P products.
• Contact core account Impact team CSMs and CSEs of low-adoption and undeployed customers to share adoption content and product training material.
• Contact solution sellers and Impact team CSMs/CSEs of customers renewing in the next 4 quarters to obtain renewal risk assessments and details.
• Program-manage cross-team initiatives, value metrics, and focus customer program journeys, including adoption tracking and downsell risk management.
• Monitor reporting compliance; ensure SSFs and Tasks included in all plays and vanguard cases are updated at least once weekly.
• Triage CRIR requests and risk signals to identify when PEx engagement is needed; report findings to team manager for prioritization.
• Review and improve NowCreate content, deploy the product, create templates, publish to Best Practice Center, and clean up broken links or outdated content.
• Create customer story slides and work with Outbound Product Management to publish on the Sales Success Center.

Requirements

• 8 years in a customer-facing role as a Solution Architect, Technical/Process Consultant, Customer Success Manager, or related role.
• 5 years of experience managing executive business stakeholders in a customer organization (preferred).
• 2 years of experience with the ServiceNow platform in a technical capacity (developer, solution architect, technical consultant, or related role).
• Knowledge of ServiceNow platform topics such as Playbooks, Process Automation Designer, and Integration Hub (preferred).
• Knowledge of ServiceNow’s integration tools and capabilities (preferred).
• 2 years of experience working with Legal or Contract Management processes or technology (preferred).
• Experience implementing ServiceNow Legal Contract Operations products (strongly preferred).
• Fanatical about customer success and tenacious about advising, coaching, and mentoring customers on technology and disciplines of procurement and supply chain.
• Data-driven experience with value consulting, realization, verbal and written communication talent, and content/webinar development.

Benefits

• Comprehensive medical plan covering medical, dental, and vision.
• 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 range displayed reflects the minimum and maximum salary target for the position across all US locations. Individual pay is determined by work location, job level, and additional factors including job-related skills, experience, and relevant education or training. Depending on the position, other forms of compensation may include an annual performance-based bonus, sales incentive pay, or other forms of bonus/variable compensation.