Job Summary
ServiceNow University (SNU) is the global learning organization responsible for developing talent at scale across ServiceNow's 25,000+ employees and millions of external learners worldwide. SNU is transforming into an AI-native learning organization that sets the industry standard.
The Learning Strategy & Innovation team at ServiceNow University serves as the innovation engine and strategic intelligence unit for artificial intelligence and learning technology. This role provides strategic, analytical, and operational support to the Sr. Director, Learning Strategy & Innovation.
As an AI Learning Strategist, you will evaluate emerging AI technologies, lead strategic incubations from concept through enterprise adoption, and support the transformation of SNU into a truly AI-native learning organization. You will leverage AI as a strategic enabler to fundamentally redesign how learning is created, delivered, and measured at enterprise scale.
The Learning Strategist thrives in ambiguity, adapts rapidly to shifting priorities, and delivers high-quality work across multiple concurrent projects. The role is ideal for a self-driven professional who excels in data-driven analysis, flexible execution, and cross-functional partnership.
Key Responsibilities
Strategic Advisory & Executive Communication
- Provides strategic, analytical, and operational support to the Sr. Director
- Prepare briefing materials and presentations for senior leadership
- Develop strategic roadmaps for AI adoption across Learning & Development and beyond as necessary
- Synthesize insights across multiple initiatives to identify patterns and strategic implications
- Create white papers and thought leadership content on AI and learning innovation
- Facilitate stakeholder alignment on major technology decisions
Emerging AI & Learning Technology Evaluation
- Continuously monitor and analyze trends in AI and learning technology
- Conduct comparative analyses of tools and platforms, highlighting strengths, weaknesses, and organizational fit
- Prototype and evaluate tools for strategic fit, scalability, and impact
- Translate insights into actionable recommendations for innovation roadmaps
- Filter and prioritize innovations to reduce distractions for production teams
- Deliver quarterly technology horizon reports with clear strategic recommendations
Incubation-Stage Tool & Platform Ownership
- Own learning tools and platforms during their incubation phase
- Define success criteria, governance models, and transition plans for enterprise adoption
- Prepare and present comparison tables and business cases to support decision-making
- Partner with cross-functional teams to ensure smooth handoff to steady-state owners
- Lead pilot implementations and coordinate with IT, data teams, and business owners
- Document lessons learned and best practices for continuous improvement
Governance & Cross-Functional Partnership
- Establish governance frameworks for AI pilots and strategic learning initiatives
- Build trusted partnerships across design, delivery, and technology teams
- Coordinate with innovation lab, content development, and delivery teams
- Ensure compliance requirements are met in partnership with legal and procurement
- Maintain strategic oversight of innovation portfolio and initiative progress
Data-Driven Foundation
A data-driven mindset is foundational to this role. The Learning Strategist must:
- Use quantitative and qualitative data to inform all recommendations, decisions, and insights
- Analyze baseline metrics and efficiency gains post-rollout to measure impact
- Track adoption metrics and report on ROI for all technology initiatives
- Continuously seek new sources of data to improve the rigor and relevance of recommendations
Approach: Positive Influence & Growth Mindset
To drive successful AI adoption and innovation, the Learning Strategist must:
- Demonstrate optimism and adaptability in the face of uncertainty, modeling a solution-oriented attitude
- Champion change by actively advocating for innovation and continuous improvement
- Build trust and strong working relationships across technical and non-technical teams
- Share insights, progress, and learnings openly, fostering transparency and alignment
- Encourage experimentation, learning, and skill development, helping teams and individuals grow with AI