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Senior Director, Global Support Enablement, Quality and Knowledge

Company: ServiceNow
Location: Santa Clara
Posted on: September 16, 2022

Job Description:

Company DescriptionAt ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're on the 2021 list of FORTUNE World's Most Admired Companies. Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.Job DescriptionPosition Overview: The Senior Director Global Support Enablement, Quality and Knowledge is responsible for leading a team that creates and executes against an Enablement Strategy. This strategy will deliver results-based enablement programs across onboarding, skills, processes and solutions and up-levels our Support Agents to be experts in their roles. This role will work directly with the Support Delivery Leaders and Technical Training Enablement on identifying and prioritizing enablement initiatives in support of geo and global objectives and priorities, including incorporating feedback from the regions into the global programs to ensure relevance. The role will be responsible for managing a team across multiple functions, with scope to organize and realign according to business need. This role will also lead Support's Quality and Knowledge teams. This entails establishing a knowledge strategy, involving knowledge processes regarding writing, publishing, retiring and training agents to write successful knowledge articles for customer consumption. Additional responsibility includes driving Quality throughout the Support Delivery Organization.This role requires strong leadership, influencing, communication skills, strong knowledge of enablement, content development and delivery. The ability to build relationships, and a keen ability to prioritize and align enablement activities to impact sales and delivery functional performance. Specifically, s/he will be responsible for the enablement program direction in alignment with geo-specific programs. Success in this role requires credibility and a collaborative approach across global programs, field stakeholders of all levels, and business units, as well as the unique ability to balance strategic thinking with tactical execution. What you get to do in this role: Proactively engage with the Global Leadership Management team to identify, prioritize, develop, and execute a quarterly enablement plan; creating and maintaining a globally relevant but geo specific training calendar. Create an effective team which aligns to and collaborates exceptionally with the other parts of the Global Enablement function. Identifying areas of continuous improvement is critical. Be part of the Global Enablement leadership team to constantly seek ways to improve how we operate, what we deliver, and drive impact across our business stakeholders. Influence others at levels above and below your own grade. Empower and build trust at every level of the organization to recruit, retain and develop world-class enablement talent. Culture is critical for our success, always hungry and humble. Drive the creation and help to facilitate plans for delivery of all enablement activities including Sales Kickoff, Industry Summit and other enablement events. Coach at the Manager and Director level as well as across your own organization and peer organizations as necessary. Be maniacal about metrics and impact. QualificationsTo be successful in this role you have:10-15 years' experience in building global enablement programs and managing large global sales enablement teams. Experience in enterprise field enablement across all sellers. Strong collaboration, communication, critical thinking and interpersonal skills. Excellent presentations skills and ability to garner support for new ideas and initiatives. Proven success scoping, designing and implementing strategic enablement programs. Ability to identify and resolve roadblocks through strong collaboration and communication skills. Ability to establish and build close working relationships. Strong personal credibility and influencing skills. Team-oriented planner and decision-maker. Ability to creatively drive alignment & deliver results. In-depth understanding of sales and technical delivery teams - value-based selling. Strong analytical capabilities in defining metrics and looking at results delivered. Enterprise and technical selling experience preferred. Ability to travel. Additional InformationServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law. All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more. If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance. For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government. Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site. Work personas Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office. Required in Office A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role. Flexible A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment. Remote A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.

Keywords: ServiceNow, Santa Clara , Senior Director, Global Support Enablement, Quality and Knowledge, Executive , Santa Clara, California

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