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About the Role

ServiceNow is establishing a dedicated Communities of Practice function to scale AI and technical readiness across its global practitioner base. This role will lead the strategy, design, and operation of this community ecosystem, acting as a key amplification layer for expertise sharing and AI adoption.

Responsibilities

Define the community operating model, charter, and success metrics for all communities of practice.
Design and implement community types mapped to certification roles/personas.
Build the cadence, rituals, and contribution mechanisms to maintain healthy and self-sustaining communities.
Establish community health dashboards with key performance indicators.
Recruit, develop, and support GEO Community Practice Leaders.
Cultivate a global network of practitioner champions for best practices and feedback.
Build trusted partnerships with GEO leaders, Product leadership, and PD&I.
Ensure community programming aligns with evolving role mandates and competency frameworks.
Maintain a feedback loop for field lessons to inform product development.
Embed AI adoption frameworks, use cases, and best practices into community channels.
Translate technical complexity into community-ready content with AI architects and the Product Excellence team.
Leverage AI-powered tools to scale community operations efficiently.
Stay current with industry AI developments and integrate external perspectives.
Operate the fan-out layer of the readiness engine to distribute expertise through communities.
Coordinate with the Content Standardization Lead to ensure content quality.
Contribute to the repository and discovery mechanisms for community-sourced learning assets.
Lead adoption and behavior change initiatives for communities of practice.
Build the executive narrative to demonstrate the value of communities.
Present community strategy, progress, and impact to senior leadership.
Champion a culture of peer-led learning.
Define and track metrics across learning, engagement, business impact, and community sustainability.
Run quarterly capability reviews with skills gap analysis.
Report monthly on community health and course correct as needed.

Requirements

10+ years of experience in enablement, community management, learning and development, or technical program management in enterprise technology organizations.
5+ years leading communities of practice, centers of excellence, or practitioner networks at scale (500+ participants across multiple regions).
2+ years of direct experience with AI technologies - either enabling AI adoption, building AI-powered learning programs, or leading technical communities focused on AI/ML.
Demonstrated success building community programs from scratch in large, matrixed organizations.
Experience presenting strategy and results to VP/SVP-level audiences with measurable business impact.
Track record of leading change management initiatives that produced durable behavior change.
Bachelor’s degree in a relevant field or equivalent professional experience.

Skills

Relationship building
Presentation and executive communication
Influence without authority
Technical community leadership
AI fluency and applied AI experience
Change management at scale
Enablement Focus/ Learning design sensibility
Data-driven decision making

Location

Remote
Hub office

Work Type

Flexible
Remote

Experience Level

10+ years
5+ years
2+ years

Education Level

Bachelor’s degree or equivalent professional experience

About the Company

ServiceNow is the AI control tower for business reinvention, bringing together AI, data, and workflows to help businesses work smarter, faster, and better.
We're building an AI-native culture where technology and talent are unstoppable together.
Join us to put AI to work for people.

Equal Opportunity

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law.
All qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.