Company 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 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

　　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.

　　Job Description

　　The Team

　　The STEP Training and Development (STEP T&D) team designs, develops, and delivers learning solutions for ServiceNow's Success, Technology, Experience and Platform (STEP) Organization. STEP T&D sits within the Strategic Business Operations organization supporting the President and Chief Operating Officer in driving operational excellence within the STEP learning community which includes Engineering, Product Experience, Product Management, Customer Support, and Customer Success. We are passionate about making ServiceNow an incredible place to work for every employee. We partner with leaders across the organization to help them realize their business priorities through innovative training programs for their teams.

　　The Role

　　The Staff Instructional Designer/Media Developer will work collaboratively with teammates and subject matter experts to design and develop high quality, just in time learning solutions for employees within ServiceNow's Success, Technology, Experience and Platform (STEP) Organization. This role will also participate in ongoing efforts to innovate our approach to delivering the right training, at the right time, at the right level to drive measurable business impact.

　　You will apply your instructional design expertise to design and develop compelling, innovative learning modules and experiences that drive business impact and improve performance. The focus of this role will span across onboarding and/or in-role development programs. You will collaborate and build strong working relationships with senior leadership and domain experts to ensure end-to-end alignment from concept to delivery. You will also participate in ongoing efforts to innovate our approach to delivering the right training, at the right time, at the right level to drive measurable business impact!

　　The ideal candidate is an excellent storyteller that has an inherent ability to making complex topics simple yet intuitive. You are a great collaborator with strong written and verbal communication skills that thrives in a dynamic work environment. If you are someone who understands how compelling instructional design can drive both culture and business needs, then this is a great role for you!

　　What you get to do in this role:Apply instructional design practices to create high-quality instructional materials and curriculum in various formats (e.g., eLearning, video, instructor-led training, blended).Design additional course materials (i.e., participant guides, facilitator guides, reference materials, job aids, quizzes, etc.) to meet learning objectives.Develop and refine graphics, animations, audio, and video content for use in all learning formats (on-demand, VILT, ILT)Acquire and synthesize knowledge and information from domain experts, key partners, leadership, documentation, and other sources to create innovative design strategies across multiple cross-functional teamsCollaborate with team members to identify modalities and techniques for planning, designing, and developing content for highly complex programsPlay a key role in training projects, including coordinating activities for geographically dispersed teams, creating storyboards, writing scripts, creating design documents, developing content, and incorporating feedback from peers and domain expertsWrite scripts for voiceover audio and instructional text as well as turn storyboards and scripts into finished resultsPerform needs analysis that leads to effective design strategies aligned with company and organizational goals that articulate the measurable business impact of the learning solutionLead course enhancements and revisions as business priorities shiftCreate and review course evaluations to determine training effectiveness and incorporate results for improvement, and assist in defining related metrics.Advance content effectiveness by transforming existing materials, such as videos and PowerPoint presentations, into eLearning and other training resultsOffer training recommendations and innovative solutions for continuous improvementQualifications

　　You are naturally adept in learning and development and in simplifying complexity - with a keen awareness of evolving tools, technologies, resources, and trends that resonate with a diverse global audience. A bachelor's degree in instructional design (or equivalent) with at least 5-7 years of professional experience in the training and development environment is required, preferably experience working with complex software systems and designing eLearning/web-based training in a corporate environment. Experience and knowledge of product management is ideal, preferably within a product organization at a technology company.

　　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. Candidates must have a proven record of leading through influence vs authority. You are a resourceful, independent problem solver who can thread concepts together to creatively solve business challenges while being a strong teammate and collaborator.

　　To be successful in this role, you have: The capability to grasp the "big picture" and vision of the overall curriculum and how topics connect to deliver impactful learning experiencesThe ability to craft a variety of learning offerings (web-based/ eLearning, video, instructor-led classes, blended learning, assessments) Passion for designing creative experiences that enhance engagement and tell a compelling story through a combination of written, visual, and auditory contentProficiency in Human-centered design/design thinking principles and methods that address business issues or difficultiesAn innovative design approach that is not limited by a particular tool or methodThe ability to work within scoped project plan requirements, and deliver to tight timelines.Experience with enterprise software (SaaS), product management applications and tools, a plusKnowledge of adult learning principles and instructional systems design (ADDIE, Agile), and Kirkpatrick's training evaluation levelsStrong verbal and technical writing skills with an emphasis on writing scripts for eLearning and video narrationExcellent proofreading, editing, and reading comprehension skillsAgility to adapt to change quickly with eagerness and resourcefulness when tackling unfamiliar tasks and requestsA growth mindset with intellectual curiosity including offering/receiving feedback and can proactively identify areas for improvement to optimize processesDiplomacy, integrity, and empathy to work effectively at all levels within a large organization and with external partners/vendorsA positive demeanor, enjoys being part of a teamComfort in challenging the status quoThe ability to maintain a high level of productivity and quality in a fast-paced, team environment while leading multiple projects and contending prioritiesDemonstrated experience with graphics and video editing tools and eLearning development software, such as the Articulate 360 Suite, Rise, Adobe Creative Cloud Suite (specifically After Effects, Premiere, Illustrator and Photoshop), Camtasia, SnagIt, Final Cut, or similar.Strong proficiency in Microsoft Office (Word, OneNote, Excel, PowerPoint, OneNote, SharePoint, Teams, Outlook) and Adobe (Premier Pro, Photoshop, InDesign and Illustrator)Skill in the art of facilitationThe ability to travel, as neededAdditional 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.

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