STEP Learning Strategy & Design, Sr. Manager

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.

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 Sr Staff Learning Strategist 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 principl