ServiceNow Inc. is overhauling its RiseUp user training program in response to low job placement rates and a broader corporate retreat from diversity-focused initiatives. Over the past year, the program has seen staff reductions, leadership departures, and cuts to contractor roles responsible for mentoring and curriculum development, according to inside sources.
RiseUp aims to equip individuals with the skills to implement and manage ServiceNow’s technology within customer companies or consulting firms, often targeting those seeking entry into the tech industry with limited prior experience. Similar programs are offered by industry giants like Salesforce, SAP, and Google.
A ServiceNow spokesperson stated that the company has been transforming “what was the previous RiseUp agenda into a holistic learning strategy and platform called ServiceNow University.” They maintained that headcount and budget remain unchanged year-over-year.
This restructuring occurs within a larger context of corporate America re-evaluating diversity-oriented programs. Following the Supreme Court’s decision to ban affirmative action in college admissions, companies like Walmart, Boeing, and Zoom have scaled back or rebranded similar initiatives. The ruling sparked concerns about the legality of corporate diversity programs and fueled a backlash against such efforts. ServiceNow’s annual diversity, equity, and inclusion report highlights RiseUp as a step towards establishing “equitable processes, policies and practices.”
ServiceNow, headquartered in Santa Clara, California, provides applications that streamline and automate personnel, IT, and customer service operations for businesses. The company has experienced significant growth, exceeding $10 billion in annual revenue, with a client roster including AT&T and the US Army. While employing nearly 24,500 workers, CEO Bill McDermott asserts that ServiceNow has avoided the “layoffs” prevalent in the tech sector.
RiseUp promotes six-figure salaries for graduates proficient in ServiceNow products. However, securing such positions has proven challenging for many program participants, with graduates reporting difficulties finding roles utilizing the software.
ServiceNow acknowledges these concerns, emphasizing employability as a “new and high priority focus” for RiseUp. A dedicated team was recently established to enhance job placement support, and the company plans to track placement rates moving forward. The spokesperson dismissed external reports on placement figures as “inaccurate and cannot be verified.”
A benchmark in tech user education is Salesforce’s Trailhead program. Salesforce provides comprehensive online training courses, culminating in celebratory events where graduates, dubbed “trailblazers,” receive iconic gold lamé hoodies. ServiceNow recruited key personnel from Salesforce’s program during RiseUp’s development, including Amy Regan Morehouse as a senior vice president. Morehouse departed ServiceNow earlier this year as RiseUp was reorganized under the company’s Equity and Inclusion division. Selina Suarez, another former Salesforce training leader, joined RiseUp in 2023 but left in November. Both declined to comment.
Initially, ServiceNow aimed to train 1 million individuals on its platform by the end of 2024. The company projected that RiseUp would “fuel a new economy of in-demand, job-ready talent with an emphasis on faster, more equitable career paths in the high-growth ServiceNow ecosystem.”
This ambitious target has since been revised. ServiceNow now states it is on track to train 1 million people without a specified timeframe. The spokesperson clarified the updated commitment as “skilling” 3 million people by 2027.
While ServiceNow has often presented RiseUp as an integral part of its equality-focused initiatives due to its emphasis on non-traditional tech talent, the spokesperson clarified that the program was “not built as a DEI initiative.” Beyond online coursework, RiseUp offers training through universities and other partners, including a $3 million commitment to workforce development in the New York City area.
