IT Director of Digital learning Platform, People Leader at ServiceNow (Remote)

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Company Description


Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do. 

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

We are a dynamic and rapidly growing software company with a strong sense of dedication to our customers. We work hard but try not to take ourselves too seriously. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business. We provide competitive compensation, generous benefits, and a professional, yet relaxed atmosphere. 

To sustain our explosive growth, we are looking for drivers—people who thrive on responsibility and live for the next big challenge. We seek to employ the brightest and most forward-thinking talent on the planet, and we want to hire people who have their best work ahead of them, not behind them. Accelerate your career and succeed in an environment where you can make an impact daily. We invite you to join in to stand out. 

The Team

Come join our team as we create the Industry leading Go-to-Market & Customer Success Digital Ecosystem. Now Learning is a strategic platform to engage, educate and enable ServiceNow’s eco system of partners and customers. Now Learning is about growing ServiceNow experts and their personal career journeys, and has greater than 47,000 certified professionals, 2 million+ logins and 2 million+ course completions. Now Learning is a very strategic and critical part of our Customer Experience (CX).

The Role

This leader will be the IT Director of Digital learning Platform for Now Learning and responsible for architecture, design, build, integrations, quality engineering, performance and experience delivery. The IT Director of Digital learning Platform will work closely with the Product Management and Business leaders in the Training function and across the company to ensure that Now Learning is meeting the goals both internally at ServiceNow and externally with partners and customers. Portfolio management, product roadmap, release management, cost-to-serve, business value realization and NPS are key elements of this position.

Metrics for success include operational indicators (issues, bugs), development throughput (features, story points), adoption and consumption, and revenue enablement. 

Job Description

What you get to do in this role: 

  • Product Strategy 

  • Work with the Training function to create a product strategy and vision for Now Learning and a 3-year roadmap 

  • Understand the digital learning space and the competitive landscape

  • Own technical/feature and experience competitive analysis

  • Understand ServiceNow Product roadmap and features that Now Learning should plan to leverage and adopt 

  • Engage internal stakeholders and partners to obtain necessary inputs for product strategy & roadmap, get buy-in/commitments, and manage expectations 

  • Customer Insights 

  • Understand how customers are using the product, what they like and don’t like, and what they are having issues with 

  • Create personalized and individual experiences for each learning persona 

  • Create and maintain a Product NPS for Now Learning 

  • Be the voice of the customer and provide a technical and business perspective on value 

  • Product Planning, Execution and Release Management 

  • Define product roadmap and key success metrics; ensure metrics are instrumented & measured 

  • Gather, prioritize and define technical requirements for each release 

  • Create alignment with other teams and Business Functions in partnership with the Training team 

  • Build security into the product engineering processes. Maintain a security risk profile and conduct regular testing and mitigation as part of the build and release cadence 

  • Execute using Agile methodology with migration to dev-sec-ops 

  • Enablement 

  • Create base documentation and architecture reference model.

  • Create an on-boarding plan for new talent 

  • Support the business owners with product enablement, adoption and communications 

  • The Team 

  • Lead and develop a global team with end-to-end responsibilities. You are the general manager of this product, complete with analysts, architects, developers and quality engineering 

  • Establish a culture that continuously strives towards best practice and solutions excellence 


In order to be successful in this role, we need someone who has: 

  • 10+ years of professional experience in Product Management, leading engineering teams to build solutions and experiences 

  • Strong leadership skills.

  • Able to influence, guide and convince.

  • Has a history of having been a thought-leader who people follow and admire 

  • Experience in the learning space preferred 

  • Experience working with ServiceNow preferred 

  • Strong prioritization skills and the discipline to focus on high impact activities 

  • Demonstrated experience in gathering and transforming product requirements into an actionable product roadmap 

  • Exceptional problem-solving skills 

  • Passion for design thinking, product management and creating experiences customers and clients love 

  • Excellent verbal and written communication skills and an engaging personality.

  • A proven ability to effectively interface with a diverse range of roles at all levels. 

  • Demonstrated ability to work collaboratively in a fast-moving, team environment with ambiguity and complexity 

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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Where we are

Before COVID, we were in a new building on Lake and Racine in the West Loop. Right now we're physically distanced but trying to stay social connected!

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.

Volunteer in local community
Full-time employees get 20 hours per year to volunteer with the non-profit of their choice.
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Starting in 2019
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Starting in 2019 - 20 weeks for birthing parent, 12 weeks for non-birthing parent
Flexible Work Schedule
Remote Work Program
Work remotely on occasion as needed.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Starting in 2019 - 20 hours a year starting in 2019
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
With an in house craft beer geek procuring
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses - transit and parking
Company Outings
Site social activities periodically
Game Room
Shuffle board, pool table, table games and more!
Stocked Kitchen
Happy Hours
Every Thursday!
Professional Development Benefits
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

An Insider's view of ServiceNow

What’s the vibe like in the office?

This is an idea space. It’s a place where we’re all operating on the same wavelength. We’re all interested in what we’re working on, right? And you hear it in people’s voices. You see it in people’s work.


Software Developer

What does your typical day look like?

There’s never a day where I don’t feel like I’m doing something purposeful or valuable to my team or company.


Business Systems Analyst

How does the company support your career growth?

It’s a good place to be in, in that it’s a company that’s growing very fast, but it doesn’t have that big company feel. You don’t feel like a number in a system and you can articulate and know where you want to go. There are people here who can help you get there.


Account Executive

What’s the vibe like in the office?

ServiceNow is unique because the people in this company are so incredibly special and unique. I can't think of enough kind words and amazing words to say about them. They really are my family.


Senior Manager, Global Sales Development

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