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Senior Program Manager - Expert Programs

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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

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

Job Description

Role

The Senior Program Manager is responsible for the delivery of Expert Programs courses offered by the Training and Certification organization (currently the Certified Master Architect and Certified Technical Architect programs). This role will work with employees and leaders across the ServiceNow organization and the wider ServiceNow ecosystem to manage training sessions and course communication, identify operational efficiencies, and continuously improve the materials in terms of content and method of delivery. This role will ensure participants have an exceptional learning experience before, during, and after their program.

This role requires a deep understanding of expert training programs and the target ServiceNow architect audience. They will use their experience and ideas to provide creative and scalable solutions that resonate with participants while achieving expected outcomes with the business and program stakeholders. This will require someone who is quick on their feet, demonstrates creative problem solving, has superior organizational and program management skills, and is confident in their communication and facilitation skills.


What you get to do in this role:

  • You will serve as the Delivery Manager for Expert Programs curricula.
  • Manage the cohort learning journey, including providing mentoring, guidance, and assistance to develop our Expert Programs community.
  • Project manage learning and development initiatives including coordination of logistics, managing materials, community management, and providing a critical eye to ensure content is ready for delivery.
  • Cultivate and maintain relationships with internal and external partners, vendors, and consultants as needed.
  • Work with the content creation team in creating the right type of material to solve for the specific business/team needs.
  • Work with the content creation team to identify and create alternative training solutions to better suit the needs of the business i.e. self-service, videos, eLearning, etc.
  • Continuously improve training offerings and processes by monitoring and evaluating program through feedback and evaluation. 
  • Work with the team to contribute to the Expert Programs learner community, including the alumni program and outreach efforts.
  • Organize past and current learning materials into a central library

Qualifications

To be successful in this role you have:

  • Excellent project and program management and organization skills
  • Experience delivering expert training programs for demanding technical organizations is desirable
  • Experience with the ServiceNow platform and ecosystem desirable
  • Strong interpersonal and communication skills
  • Ability to work collaboratively with a diverse group of stakeholders
  • Certifications in ITIL, Change Management, Project Management, Curriculum Development and Coaching would be highly regarded
  • Current knowledge of effective learning and development methods including understanding of training trends and best practices
  • An understanding of diverse learning needs which vary across countries, regions and business units
  • A creative perspective and eye for detail
  • A resourceful “roll up your sleeves and get things done” mentality
  • Certified Master Architect designation highly desired.



FD21

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.

If you are an individual with a disability and 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 +1 (408) 501-8550, or [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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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I’m so proud of the way ServiceNow has continued to evolve as an employer who takes care of their people. We have generous parental leave; benefits to support our physical, emotional, and financial wellbeing; an incredibly supportive community; and a culture of trust that manifests in how we work.

Jaime

Vice President and Global Head, Talent Brand

What does your typical day look like?

If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.

Viviana

Senior Machine Learning Engineer

How does the company support your career growth?

My experience with Launchpad was humbling and eye-opening. I connected with many other early career individuals and discussed imposter syndrome. Being able to voice that and not feel alone in that feeling, I was like, "Wow. I don't have to know everything." There's still room for me to grow, and there's grace there.

Alexander

Diversity and Inclusion Analyst

What is your vision for the company?

We want to create a place where people want to come to work every day and do what they enjoy–where they feel challenged, collaborate with colleagues around the globe, and know what they're doing matters. It is really humbling to work with so many hardworking individuals who also want to see each other succeed and who are building something great.

Pat

Chief Technology Officer

What’s the vibe like in the office?

ServiceNow has always been a place where we work really hard, but we play hard. We like each other, and I can honestly say that in 11 and a half years, I have never once had a single colleague say to me, “That's not my job.” Everyone jumps in and is supportive. I've never had that experience working for another company.

Suzanne

Principal Training and Adoption Lead

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Open office floor plan
Employee resource groups
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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