Job Description

In this role, you will partner cross-functionally with stakeholders and subject matter experts (SMEs) to translate field needs and business priorities into learner-centric designs which engage and delight target audiences while addressing critical skill and knowledge gaps. You will leverage your deep expertise in learning theory and design best practices to propose innovative learning solutions at scale. The ideal candidate thrives on solving challenging problems and has a knack for making even the most complex topics seem simple to master. In addition, you are a strategic thinker, enthusiastic educator, and willing to take risks to drive impact in a fast-changing, technical, customer support environment.

WHAT YOU GET TO DO IN THIS ROLE:

·      Determine the best learning strategies to educate our customers, partners, and employees in using the ServiceNow platform in a way that aligns with the product roadmap, customer needs, and compliance with best practices.

·      Conduct interviews/learning needs assessments to identify business challenges, knowledge and skills gaps, and relevant training requirements for various enablement programs.

·      Build trust and credibility with key stakeholders and SMEs to develop course specifications, gather course content, and develop materials.

·      Execute on the end-to-end development lifecycle: analysis, plan, design, develop and implement engaging technical learning solutions across multiple products and at various expertise levels and roles that enhance retention and transfer of learning for delivery via instructor-led, virtual, eLearning, job aids and recorded formats.

·      Create various assessments, such as quizzes or stand-and-deliver experiences, to measure the effectiveness of learning initiatives.

·      Use design tools and technology and adult learning theory to increase engagement in learning (audio, video, interactions, simulations, role plays, games, etc.).

·      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 of the ServiceNow platform.

·      Provide train-the-trainer and pilot sessions for internal subject matter experts (SMEs).

·      Contribute to certification exam materials, including scenarios, multiple-choice, and other item formats for testing ServiceNow platform knowledge.

·      Manage the full scope of instructional design projects, providing leadership, project coordination, and cross-functional collaboration with work teams throughout ServiceNow.

·      Travel up to 20% (worldwide) per year.

Qualifications

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:

5-10 years of learning design experience using ADDIE/SAM or similar instructional design methodology, preferably in a SaaS and/or customer support environment

·      Advanced design skills in Photoshop, Articulate 360 (Rise and Storyline), Camtasia

·      Advanced written and verbal communication skills

·      Ability to design impactful learning experiences for various delivery environments, both synchronous and asynchronous

·      Ability to transform complex topics into simple, concise, and clear learning solutions

·      Ability to manage multiple priorities and deliver on-time results

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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

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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