Way of Working Definition: Help translate our Project Management process into clearly defined ways of working, ensuring clarity on how ServiceNow SPM enables the execution of the process.
Training Content Creation: Design and build digital learning content to enable clear communication of expected ways of working to the ServiceNow SPM user community. This includes the primary user guide and other formats such as simulations, guided walkthroughs etc. This should be customized based on the user persona.
Digital Learning Experience & Certification: Define and build structured paths, per persona, for the user community in Learning. This should ensure that they are confident in how they should utilize the tool and maximize use of key features. You will plan and execute a program of certification that enables a progressive learning path and assure user competence. Ensure accessibility, consistency, and compliance with Learning best practice.
Learning Governance & Quality Management: Lead the creation and maintenance of learning governance. This should include the roles and responsibilities of all Triumph leaders and the publication of an end to end process that control how new content creation or change is triggered and managed ( new feature delivery, changes to way of working, response to user feedback etc ).
User Adoption / Satisfaction : Help drive user adoption of the tool by regularly engaging with the user community for their feedback and translating them into improved learning experiences.
Key Interlocks:
Global Process Leadership (GPL) Teams: The GPL teams own their processes and are responsible for defining the overall, expected way of working in ServiceNow SPM. You will support them by translating this into appropriate training materials. Note: the GPLs delegate the detailed feature definition to the Epic Owners.
Triumph Epic Owners: The epic owners (also known as Workstream leaders) are responsible for specific elements of SPM functionality (Resource Management, Financial Management etc). They request new capability (including specification of features/user stories and UAT) and are responsible for their elements delivering business requirements. You will work closely with them on the details of the training materials.
Triumph Program Manager: The Program Manager will ensure that your work helps drives the expected capability improvements and business benefits. They will also ensure that all program resources are mobilized to work with you effectively.
ServiceNow SPM Product Manager: The Product Manager helps you to understand that "why" and "what" (strategy, use cases, roadmap), while you will define the "how" (effective learning methods, documentation) to ensure user adoption.
SPM Delivery Manager: The Delivery Manager controls the delivery of new tooling capability. You will work closely with them to understand what new features are being delivered and when, enabling you to plan and execute training content design and delivery.
SPM Support & Communications Manager : You will coordinate with the Support & Communications Manager in 2 ways. Firstly, they will help you to communicate with the user community in the most effective way and they will ensure you receive feedback from the user community based on support requests.
SPM User Adoption Manager: The User Adoption Manager is overall responsible for driving increases in user adoption and project quality. You will work hand in hand with them to ensure that the digital learning experience meets their needs and that feedback from the user community is funneled to you.
Success Criteria:
All training materials represent the current ways of working and are updated in line with each iteration release (where appropriate).
Training materials are available in both English and French (note: French team members will provide the translation).
New features are communicated and appropriate training delivered, minimizing business disruption.
Increased user adoption and project quality (to be measured by User Adoption Manager).
High user satisfaction scores in user surveys, relating to training content and delivery.
Reduction in tool usage errors and support requests.
High-quality, engaging, and consistent training assets published Learning.
95% + of user community completing learning paths ( per persona ) and gaining SPM certification.