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.

About The Work

• You will be part of a content and curriculum design team that ensures the success and quality of new and existing courseware (Instructor Led Training & e-Learning).
• Participate in content analysis, design, and build the learning solutions, pre-release planning to investigate and discuss the latest release changes for several product portfolios.
• Write clear and concise technical content and develop real-world and use case-based examples, guided lab exercises
• Apply and complete the latest release updates as advised by the lead curriculum developer to update course books or simulators to the next version. This step may be executed by:
• Listening to lead the curriculum developer for work assignments and completing tasks as assigned.
• Working with Subject Matter Experts to incorporate new material or validate existing
• Completing quality assurance (QA) and lab testing as well as validation of simulators for compatibility with ServiceNow’s latest release.
• Documenting and communicating any testing issues, problems to the designated contact or team.
• Writing revised content, updating screen shots or diagrams, re-formatting lists, updating marketing branding or icons and editing.
• Compiling multiple MS Word and MS PowerPoint files into an Adobe PDF file.
• Reviewing final books and approving final versions.
• Complete LMS system administration tasks in the LMS/LXP, such as managing course records, course metadata, and course life cycle
• Incorporate content feedback received from quality assurance team related to standards like writing style, branding, grammar, punctuation, accessibility, etc.
• Gather disparate sources of information from across multiple content-producing teams; use internal LLM and predefined prompts to create product and release summaries for course owners preparing to create or maintain courses
• Use internal LLM and predefined prompts to conduct and remediate findings of preemptive quality checks of final draft content before submission to quality assurance team for formal review
• Gather learner feedback and use internal LLM and predefined prompts to synthesize survey comments and mine for actionable insights
• Test hands-on activities in a “sandbox” environment against training content as written; identifying any technical issues experienced in the sandbox, replacing outdated screenshots, and suggesting content edits for clarity of instruction and enhancement of learner experience
• Triage content defects logged by learners on courseware; address directly or prioritize for course owner to address, depending on complexity
• Migrate legacy content to newer authoring tools, formats, or templates as needed
• Build knowledge checks and/or other learning interaction into courses
• Conduct basic post-production on video content, making cuts, adding bumpers, annotations, and background music as directed, and submitting for cloud upload and transcription
• Conduct reviews of transcripts and captions, ensuring content of text aligns with voiceover and timing of captions aligns with onscreen visuals as applicable
• Assist with lab instances support by setting-up data packages of ServiceNow for each release.
• Be a valuable team player that interacts with course owners, instructors, and cross-functional work teams, key stakeholders, and subject matter experts to develop course specifications and gather course content.
• Demonstrate project management skills by assisting course owners with completion of assigned release tasks (Example tasks could include - scheduling meetings, updating project plans, metadata and tagging content, submitting website updates, creating reports and updating product records).
• Classify and collect course survey data to distribute to course owners or simulator teams.

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

• 3-6 years of previous instructional/technical training/eLearning/design experience.

• 3+ years of hands-on experience implementing or participating as an implementation team member for a ServiceNow installation is preferred.

• Flexibility to work in some US hours (when required)

• Excellent written English language skills

• Interest in starting a career in the technical training and curriculum industry. 

• Good presentation skills via web-based conferencing or direct messaging.  

• Active listening, verbal, and business writing skills.

• Capability to build meaningful business relationships with ServiceNow internal colleagues.

• Ability to be consistent in deliverables and deadlines.

• Capability to adapt to a constantly changing environment; flexibility to work extended hours during peak periods if needed.

• Understanding of web technologies (HTML, CSS, or JavaScript) and experience with any programming/scripting language.

• Experience in project management, Agile or rapid development, and quick turnaround of training deliverables.

• Experience in graphics, templates, icons, and other multimedia throughout the instructional design process and eLearning development.

• Ability to apply feedback regarding on-the-job performance and coaching to improve job skills and promote career growth.

• Demonstrate strong working knowledge of MS Office applications, including Word, Excel, and PowerPoint.

• Demonstrate working knowledge of eLearning technologies, such as authoring tools (e.g. Articulate 360, Captivate) and design/development tools (e.g., SnagIt, Camtasia, ScreenFlow).

Equal Opportunity Employer

Magnit Global is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.