Jeanette Smith

About Jeanette Smith

Over 20 years experience in Service Management performing organizational change management, process improvements, implementations and assessments. Has taught or consulted with large and small organizations, both globally and locally. A Prosci certified Change Practitioner who is also an experienced Service Management and ISO/IEC consultant and instructor. Certified to ITIL® Expert level. Excels in interpreting business requirements and developing cost-effective solutions to meet those needs with a heavy focus on organizational change management activities. ATD Certified Virtual Instructional Designer with experience in curriculum development for software and non-software based training courses. Specialties: • Excellent at working with managers to achieve business wins through improved cost-effective business solutions • Excels at helping organizations understand and manage the people impact of organizational change • Enjoys working at all stages of implementation, and is specifically effective in coaching others to achieve results • Highly rated oral communicator, presenter and trainer • Excels at identifying training needs and developing training courses or workshops to meet those needs.

Experience

1. Sr Curriculum Developer

   ServiceNow

   Aug 2018 — Present · Dallas-Fort Worth, TX, US

   Determine how best to educate customers, partners, and employees on the use of the ServiceNow platform in a way that aligns with the product roadmap and customer needs.• Conduct interviews/learning needs assessments to identify knowledge and skills gaps, and relevant training requirements.• Establish relationships with key stakeholders and subject matter experts to develop course specifications, gather course content, and develop materials.• Collaborate cross-functionally with various teams within ServiceNow, and with delivery partners, to ensure the training provided meets learners’ needs.• Execute end-to-end planning, design, and development of learning activities and technical course content at a variety of expertise levels and roles for delivery via instructor-led, virtual, eLearning, job aids and recorded formats.• Incorporate adult learning theory by using methods such as ADDIE, Bloom’s Taxonomy, Gagne’s 9 Principles, and Kirkpatrick Model.• Review feedback and refine course materials based on feedback to support instructor and learner needs.• Develop and manage delta updates to courseware and marketing documentation to ensure up-to-date knowledge throughout each release.• Provide train-the-trainer sessions for subject matter experts (SMEs).• Contribute to certification exam materials, including scenarios, multiple-choice, and other item formats for use in testing knowledge.• Manage instructional design projects from inception to completion, providing leadership and project coordination.• Mentor department peers, contribute to department standards and share knowledge with internal resources.Leverage my organizational change management (OCM) consulting experience to provide OCM guidance for large and small changes within the curriculum development department. It is also used to create OCM content in various training courses, particularly those at the implementation level.