Job 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.

Benefit options available through Magnit Global, depending on contract factors and upon meeting requirements.

ServiceNow is currently seeking a Senior Curriculum Developer responsible for creating effective training content, across media, to enable customers and partners to deploy and use ServiceNow AI Platform.

The ideal candidate is an enthusiastic, highly self-motivated with deep passion for creating best-in-class, engaging content that empowers learners to maximize their understanding and value of the ServiceNow AI Platform while providing seamless learning experiences for our audiences.

What you get to do in this role:

• Be part of a highly technical content and curriculum design team that ensures the success and quality of new and existing courseware (Instructor-Led Training, On Demand content and Simulators).
• Create a diverse range of learning materials, from written and video learning to interactive modules and job aids, tailored for self-service, live, and virtual instructor-led training.
• Participate in pre-release planning to investigate and discuss the latest release changes for multiple product portfolios.
• Write concise chapter narratives and develop real-world examples and guided labs.
• Create different types of assessments to measure the skills, knowledge, and abilities of learners.
• Develop engaging training for Generative AI and Agentic AI.
• Strengthen learning outcomes while expanding expertise in AI solutions.
• Act as a collaborative, valuable team player who interacts with course owners, instructors, cross-functional work teams, key stakeholders, and subject matter experts to develop course specifications and gather course content.
• Demonstrate project management skills across multiple courses by assisting course owners with completion of assigned release tasks and mentoring junior team members.
• Assess our learning materials to identify areas for improvement and develop innovative solutions to fill those gaps.
• Classify and collect course survey data to distribute to course owners or simulator teams.
• Assist with content testing and quality assurance to ensure accuracy and proper functionality within ServiceNow University.
• Assist with lab instances support by setting up data packages of ServiceNow for each release.

In order to qualify for and be successful in this role, you should have:

• 5+ years of experience building education curriculum and content development with strong instructional design principles.
• 5+ years of technical training/eLearning/Instructional Design experience for Information Technology (IT) or Software Development topics.
• 4+ years of experience participating in customer-facing education development projects.
• Experience with Web Technologies (HTML, JavaScript, Web Services) and working in a SaaS environment.
• Proficiency in technical troubleshooting and scripting, with a strong understanding of languages such as JavaScript to automate tasks, improve functionality, and streamline workflows.
• Experience utilizing AI tools to enhance learning processes, improve problem-solving capabilities, and increase overall efficiency in daily operations and project workflows.
• Experience in Agile or rapid development methodologies.
• Ability to influence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors/stakeholders in solving training and adoption-related issues.
• High level of flexibility, creativity, and dependability required.
• Experience in graphics, templates, icons, and other multimedia throughout the instructional design process and eLearning development.
• Strong working knowledge of MS Office applications, including Word, Excel, and PowerPoint, and eLearning technologies, such as authoring tools (e.g. Articulate 360, Captivate, Rise) and design/development tools (e.g., SnagIt, Camtasia, ScreenFlow ).
• Capability to adapt to a constantly changing environment; flexibility to work extended hours during peak periods if needed.
• Demonstrated ability to collaborate effectively across global teams and time zones, with flexibility to align working hours as needed.
• Experience in rapid development and quick turnaround of training deliverables is required and experience in incorporating measurement and assessments into all learning programs is a plus.
• Undergraduate or graduate degree in instructional design, education, or organizational development; or equivalent experience.
• Industry certifications in instructional design, curriculum development, performance improvement, project management, and content-specific certifications as appropriate.
• Working knowledge of Agile practices and software delivery lifecycle.
• Proven ability to proactively identify and solve problems, manage timelines, and drive results across multiple projects.
• 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, analysing AI-driven insights, or exploring AI's potential impact on the function or industry.

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation

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