Sue Mullen Email and Phone Number

- Design and develop high-quality instructional materials and curricula for instructor-led, eLearning, and blended courses for ServiceNow’s external customer technical audience.- Adhere to appropriate instructional standards and best practices, including analyzing needs, and creating design documents and storyboards to outline the course structure.- Design and develop additional training objects (assessments, video, job aids, custom graphics, custom learning interactions, templates, etc.).- Improve training effectiveness of content, including transforming existing materials, such as videos and PowerPoint presentations, into eLearning and other training objects.- Conduct course evaluations to determine effectiveness of training sessions and incorporate measurement and assessment results into future training.- Offer training recommendations and innovative learning solutions for continuous improvement.

• Design instructional project scope, strategy and schedule based on stakeholder goals and practical constraints; communicate project status, challenges and solutions to project sponsor and SMEs; execute to agreed deliverables• Administer LMS processes and reporting for internal and external customers• Create performance-based interactive learning interventions using a blend of development tools and media for targeted audience of global telecommunications engineers• Develop instructor-led training including content, exams, and games• Analyze and edit content for audience fit, clarity of purpose, instructional methods, organization, and appropriate use of graphics • Develop graphics and animations to support learning

• Managed a team of five to deliver consumer documentation developed in a global XML-based content management environment • Deliverables averaged 10 to 12 onscreen help projects and user manuals per year, localized into 34 languages, to support three software releases annually • Scheduled multiple concurrent print and onscreen technical writing projects, delegated and tracked tasks, addressed schedule issues and risks, communicated progress to program teams, and coordinated with upstream and downstream functions of supply chain, firmware development, software development, legal, regulatory, and packaging teams• Created and documented new processes for project scheduling and localization handoffs between different technical publications and engineering groups• Evaluated and supported team members in their professional development

• Planned project deliverables and managed multiple instructional design teams simultaneously to deliver significantly improved course materials on time and within budget for a revenue-generating training department • Managed 13 team members, including instructional designers, graphics developers, and web developers to generate classroom, virtual classroom, and web-based courses designed for external customers