STEP Learning Strategy & Design, Sr. Manager

The Team:  

The Global Learning & Development (GLD) team designs develops and delivers learning solutions for ServiceNows Success Technology Experience and Platform (STEP) Organization. GLD sits within the ServiceNows Global People organization supporting the Chief Product Officer / Chief Operating Officer in driving operational excellence within the STEP learning community. We are passionate about making ServiceNow an incredible workplace for every employee. We partner with leaders across the organization to support their business priorities through innovative training programs for their teams.

The Role:  

As the STEP Learning Strategy & Design Sr. Manager you will be a key member of the Global Learning and Development (GLD) team partnering with the technology team and experience leaders key stakeholders and GLD partners to help evolve our onboarding and in-role learning experiences that empower our STEP employees.

You will apply your expertise in human-centered design adult learning principles and instructional design methodologies to develop impactful audience-centered learning experiences. The focus of this role will span across onboarding and in-role development programs. You will collaborate and build strong working relationships with key stakeholders to ensure end-to-end alignment from concept to delivery.

What you get to do in this role:

• Help shape the long-term strategy/roadmap for program efforts across onboarding and in-role development
• Design and develop innovative effective and highly scalable global learning solutions for employees across ServiceNow using current learning technologies AI and instructional design methodologies to meet business objectives
• Partner with Learning Business Partners senior leadership and domain experts across ServiceNow to understand the learning needs and build effective solutions that drive impact
• Create immersive engaging and effective learning experiences through various formats (on-demand learning virtual instructor led and in-person) including graphics audio and video support
• Partner with Instructional Designers / Media Developers by providing direction oversight and management of assigned projects and ensure program objectives and timelines are completed on time
• Stay informed on industry advancements and identify innovative approaches to take our products and experiences to the next level
• Evaluate learning program efficacy

Qualifications :

The ideal candidate is naturally curious and passionate about the learning and development space and simplifying complexity with a keen awareness of evolving tools technologies resources and trends that resonate with a diverse global audience. A minimum of a bachelors degree with 8 years of professional or equivalent experience in learning solutions design and development preferably in a corporate environment. Experience creating enablement learning programs for product engineers is ideal.

This role requires a well-rounded individual who has a customer-centric approach excellent organizational and interpersonal skills and possesses an eye for detail while thriving in an agile cross-functional environment.  Proven track record of leading through influence vs. authority.  The ideal candidate is a resourceful independent problem solver with a willingness to adopt creative approaches.

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.
• Passion for developing learning experiences with an understanding of audience needs and thoughtful user experiences
• Demonstrated ability to leverage AI tools and methods to design and deliver innovative efficient and impactful learning programsfrom content creation to learner engagement.
• Expertise in developing impactful audience-centered learning experiences using human-centered design adult learning principles and instructional design methodologies (ADDIE Agile Kirkpatrick).
• Adept at building and scaling complex multi-audience learning programsincluding assessments and certificationsthat align to business goals.
• Mastery knowledge of adult learning principles and instructional systems design (ADDIE Agile) and Kirkpatricks training evaluation levels
• Experience of driving impact measurement through CSAT NPS KPIs and other key business metrics/outcomes to evaluate program effectiveness and inform continuous improvement.
• Skilled in using learning and design tools including eLearning development tools and learning management systems. Familiarity with Articulate Storyline and Rise required.
• Diplomacy integrity and empathy that enables you to work optimally at all levels within large organization and with external partners/vendors
• Effective project management in fast-paced environments balancing multiple priorities across cross-functional initiatives.
• The aptitude to adapt to change quickly with passion and resourcefulness when tackling unfamiliar tasks and requests
• Growth mindset with intellectual curiosity; open to feedback and committed to continuous improvement.
• A positive demeanor with a sense of purpose and the ability to have fun
• Exceptional facilitation and communication skillswith the ability to engage diverse stakeholders.
• Solid understanding of the Microsoft Office suite of products (Word Excel PowerPoint OneNote SharePoint Teams Outlook)
• The ability to travel as needed.

JV20

For positions in this location we offer a base pay of $131300 - $228800 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal 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 addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

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 for assistance. 

Export Control Regulations

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. 

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