Job Description

REPORTS TO: Training Operations Leader

LOCATION: Remote – AMS (US)

THE ROLE:

The Partner Enablement Offerings Coordinator is a global role that will work with the Partner Enablement Offerings team within Training, Alliance-enablement, Certification Organization (TACO), to effectively develop, execute and measure amazing partner training experiences and webcasts that educate ServiceNow’s partner ecosystem. In short, our goal is to provide the right enablement resources at the right time to partners, and to help them reduce ramp-up time and sales cycle for quick scaling. This person will be an integral part of the execution and evolution of the partner training experience and will join a team that has the fast-paced, innovative mentality of a startup with the resources of an established, global company.

COORDINATION RESPONSIBILITIES ACROSS PROGRAMS:

1. GLOBAL ON24 WEBCAST SERIES; Supporting the webcast process from request through delivery, ensuring that stakeholder needs are met on time. Specifically, this person will:

• Manage and operate live & “simu-live” webcasts across multiple time zones with multiple components including animations, remote speakers, video playback and closed captioning.
• Oversee webcast interactivity during the webcast like chat capabilities, polling, Q&A; as well as provide post-webcast metrics.
• Manage training and preparation of all presenters.
• Lead technical support for all webcasts.
• Meet weekly to report on workload and outcomes.
• Assist in analyzing event data (results, conversion rates, traffic) and stakeholder feedback to help shape future online enablement strategies.
• Interact with external teams (e.g., Global Partner Marketing and Field Partner Marketing) to promote webinars and generate an audience.
• Continually look at ongoing innovations and best practices to elevate partner enablement webcasts and training experiences.

2. GLOBAL VIRTUAL SALES COURSE FOR PARTNERS: Perform virtual course operations across multiple time zones for publicly available enablement courses and custom enablement courses, including:

• Coordination and preparation of speakers.
• Managing audience acquisition process.
• Collecting feedback from attendees to present to program team for continuous program evolution.
• Track and analyze participant data (course evaluations, registration conversion rates) and KPIs of training events to help shape future program development.

3. GLOBAL TRAINING EVENT SCHEDULING AND RESOURCING FOR PARTNER PROGRAMS.

• Schedule events
• Resource events with Trainers and/or Facilitators
• Register attendees, if required
• Respond to and resolve incoming cases and inquiries

Qualifications

• Experience in coordinating global training events, Services Operations, Customer service, or Human Resources.
• 2 years of experience with LMS and CRM cloud applications.
• 2 years of experience as a webcast coordinator, or similar role, using ON24.
• A customer-focused approach and the ability to respond with excellent customer service skills in a fast-paced environment.
• Demonstrated experience creating and/or improving operational processes.
• Detail orientation and advanced organizational skills.
• Exceptional communication skills, both written and verbal.
• Proficiency in MS Office; experience using digital marketing systems (webcast platform, social media tools, SharePoint, etc.)
• Self-starter, willing to take initiative, well organized and able to connect project objectives with execution details.
• Positive attitude and growth mindset – curious about what works, what doesn’t and why.
• Able to build good cross functional relationship with a variety of teams.
• Thrives in a fast-paced work environment.
• Bachelor’s degree preferred.

FD21

Additional Information

ServiceNow 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 talent.acquisition@servicenow.com 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.

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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.