STEP Learning Strategy & Design, Sr Manager

Job Description

The Team

The Global Learning & Development (GLD) team designs, develops and delivers learning solutions for ServiceNow’s Success, Technology, Experience, and Platform (STEP) Organization. GLD sits within the ServiceNow’s 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 STEP leaders, key stakeholders, and GLD partners to own and evolve our STEP-Wide learning experiences that focus on preparing employees for the skills of the future, including AI and other emerging talent trends and priorities. You own the end-to-end learning journey for your programs, setting the vision via Curriculum Blueprints and Persona Learning Journeys.

You will apply your expertise in human-centered design, adult learning principles, and instructional design methodologies to strategize, design, develop, and deliver innovative learning experiences that drive business impact and performance, and motivate your team to do the same to serve internal customers. You and your team will collaborate and build strong working relationships across the organization to ensure end-to-end alignment from concept to delivery, including maintaining scope and budget, and  meeting delivery timelines and commitments.

What you will be doing:

• Shape the long-term strategy/roadmap for STEP-Wide learning programs, including School of AI and other high priority skills.
• Act as a mentor and lead Learning Strategist for the team responsible for design and development of innovative, effective, and highly scalable, global learning solutions for employees across ServiceNow, using current learning technologies and instructional design methodologies to meet business objectives
• 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, and motivate your team to do the same in partnership with the instructional design and media development team
• Work with the team to create and estimate designs within budgeted hours/dollars that meet stakeholder delivery timelines and commitments, while managing resource capacity
• Partner with senior leadership and domain experts across ServiceNow to understand the learning needs and build effective solutions that drive impact
• Stay informed on industry advancements, anticipate how changes in the organization or industry may impact the team and programs, and identify innovative approaches to take our products and experiences to the next level
• Evaluate learning program efficacy
• Engage with vendors as needed to scale and augment team capacity

Qualifications

The ideal candidate is a resourceful, independent problem solver with a willingness to adopt creative approaches. The candidate will have proven ability to drive a team toward the achievement of KPIs, monitor metrics, analyze trends, and make data-driven decisions to optimize individual and team performance. Experience managing large, multi-audience, highly complex learning teams in a project based, budget driven environment is required.

We also require a minimum of a bachelor’s degree with 10-12 years of professional or equivalent experience in learning solutions design and development.  Experience and knowledge of AI is required.

To be successful in this role you have:

• Proven ability to work in inclusive, high-performing teams, driving accountability, maintaining a high level of productivity, and resilience in dynamic environments.
• Passion for developing learning experiences with an understanding of audience needs and thoughtful AI-driven user experiences.
• Strong background guiding teams to integrate AI tools and strategies across learning design, delivery, content development, and learner engagement at scale.
• Expertise in developing impactful, audience-centered learning experiences using human-centered design, adult learning principles, and instructional design methodologies (ADDIE, Agile, Kirkpatrick).
• Exceptional facilitation and communication skills—with the ability to engage diverse stakeholders.
• Skilled in using learning and design tools, including eLearning development tools and learning management systems. Familiarity with Articulate Storyline and Rise strongly preferred.
• Adept at building and scaling complex, multi-audience learning programs—including assessments and certifications—that align to business goals.
• Track record of driving impact measurement through CSAT, NPS, KPIs, and other key business metrics/outcomes to evaluate program effectiveness and inform continuous improvement.
• Skilled in cross-functional collaboration to design learning assets that meet strategic and learner-centered objectives.
• Professional presence marked by empathy, integrity, and diplomacy when working across all levels of an organization and with external partners.
• 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
• Solid understanding of the Microsoft Office suite of products (Word, Excel, PowerPoint, OneNote, SharePoint, Teams, Outlook)
• The ability to travel, as needed

JV20

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 law. In 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 [email protected] 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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