STEP Learning Strategy & Design, Sr. Manager
: Job Details :

Overview

Company Description

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 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 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 bachelor's 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 AI's 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 programs—from 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 programs—including assessments and certifications—that align to business goals.
• Mastery knowledge of adult learning principles and instructional systems design (ADDIE, Agile), and Kirkpatrick's 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 skills—with 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.

Compensation and Additional Information

For positions in this location, we offer a base pay of $131,300 - $228,800, 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.

Work 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 ...@servicenow.com 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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