STEP Learning Experience

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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.

Role : In this role, you will partner cross-functionally with ServiceNow's Success, Technology, Experience, and Platform (STEP) stakeholders and subject matter experts (SMEs) to translate business priorities into learner-centric and AI-first learning and experiences which engage and delight target audiences while addressing critical skill and knowledge gaps.

The ideal candidate is an energetic facilitator, bringing dynamic delivery methods to engage learners with innovative experiences to increase retention, growth and fun. In addition, you will consult in the design and development of experiential training programs including new hire onboarding, soft skills programs, manager training, in-role development, and more. You are highly motivated and driven to take initiative and self- manage, while making timely decisions and seek help when necessary. Essentials also include a growth mindset and embracing continuous learning by proactively seeking personal and professional growth opportunities.

The ideal candidate thrives on solving challenging problems and has a knack for making even the most complex topics seem simple. In addition, you are a strategic thinker, enthusiastic educator, and willing to take risks to drive impact in a fast-changing AI driven environment.

What you get to do in this role:

• Deliver in-person and virtual programs with enthusiasm and energy, focused on learner experience, to engage learners and help build an AI native culture

• Welcome new hires, current employees, and customers into the STEP organization with onboarding programs and in-role experiences including role specific skill programs to audiences of various levels

• Act as a central point of contact and thought partner for in-person and virtual instructor-led training in Asia Pacific Japan region

• Contribute and partner with learning teams to identify business challenges and develop learner experiences, including scenarios and engagement strategies across multiple roles and skills

• Design and maintain repeatable human-centered learning frameworks to help scale learner development

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

• Review feedback and refine course materials to support instructor and learner needs

• Innovate and reimagine existing learning solutions

• Manage projects on time, self-directed

• Travel up to 20% globally per year

To be successful in this role you have:

• Bachelor's degree or equivalent with Minimum 5-7 years delivering and consulting on learning experiences in-person and virtually in a corporate environment or equivalent
• Ability to build trusted relationships high-level stakeholders and across functions
• Understanding of AI technologies and their application in learning and workflow (e.g. GenAI, intelligent automation)
• Passion for developing thoughtful AI-driven learning experiences with an understanding of audience needs
• Demonstrates understanding and application of ADDIE model and Adult Learning Principles for designing and delivering instructor-lead and blended learning programs
• Proven ability to work in inclusive, high-performing teams, maintaining a high level of productivity, and resilience in dynamic environments.
• Ability to translate complex concepts into actionable learning experiences
• Comfort working and experimenting in a fast-moving agile environment
• Excellent facilitation and communication skills
• Experience with virtual training platforms and tools
• Solid understanding of the Microsoft Office suite of products (Word, Excel, PowerPoint, OneNote, SharePoint, Teams, Outlook, Copilot)
• High positive energy with a growth mindset ("can do" attitude)

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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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