Learning Solutions and Delivery Lead

Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're proud to be one of FORTUNE's 100 Best Companies to Work For® and World's Most Admired Companies® 2022.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

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. The ideal candidate is an energetic facilitator, bringing dynamic delivery methods to engage learners with the goal of retention, growth and fun. You will design and deliver training programs including new hire onboarding, soft skills programs, manager training and more. Working with the Instructional Design team, 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.
• Deliver in-person and virtual training programs with enthusiasm and energy, to engage learners and help build a culture of learning at ServiceNow.
• Welcome new hires into the organization with Welcome calls and deliver in-person bootcamp experiences, deliver programs to people managers and soft skill programs to various Customer Service and Support roles among other programs.
• 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.
• Work with Instructional Designers 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 and execute various assessments, such as quizzes or stand-and-deliver experiences, to measure the effectiveness of learning initiatives.
• Use 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.
• Innovate new learning solutions
• 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.
• Design and maintain repeatable learning frameworks and development guidelines to help scale development cycle
• Establish and maintain QA and Diversity and Inclusion process to ensure all learning is top quality and inclusive.
• Travel up to 20% (worldwide) per year.

To be successful in this role you have:

10+ years of learning development and training experience.

• Excellent facilitation skills and proven experience delivering both soft skill and technical curriculum
• Experience delivering both virtually and in person
• Experience using ADDIE/SAM or similar instructional design methodology, preferably in a SaaS and/or customer support environment
• 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

FD21

For positions in California (outside of the Bay Area), we offer a base pay of $111,960 - $195,840, 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. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for 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 [email protected] 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.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.