Job Summary

Service Now University (SNU) is the global learning organization responsible for developing talent at scale across Service Now'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 Service Now 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

Required Qualifications & Competencies

• 10+ years in enterprise learning technology, learning science, strategy, or innovation roles
• Proven experience evaluating and incubating AI-powered tools and platforms
• Strong stakeholder engagement, governance, and communication skills
• Ability to translate emerging trends into scalable, trusted learning solutions
• Demonstrated ability to operate effectively in uncertain, evolving environments
• Comfortable shifting between strategic evaluation and hands-on execution
• Strategic thinker with the ability to influence and advise without owning the function
• Collaborative partner who builds trust across technical and non-technical teams

Preferred Qualifications

• Experience at a technology company during an AI transformation initiative
• Background in change management or organizational transformation
• Familiarity with Service Now products or enterprise software platforms
• Technical certifications in AI/ML such as Google ML Engineer, AWS ML Specialty, or similar
• Published thought leadership on AI in learning and development
• Experience presenting at industry conferences or leading professional communities
• Experience with education technology startups or corporate innovation labs

JV20

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Equal Opportunity Employer

Service Now 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.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

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 — Service Now 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.