ServiceNow Employee Center Manager

Job Description:

We are seeking an experienced, innovative manager to lead the strategy, experience, design, and ongoing management of our internal service portal. The service portal serves as a unified, personalized gateway that empowers employees to seamlessly access services, resources, and support across the enterprise.

• Portal Experience & Strategy
• Design and manage an easy-to-use and personalized employee experience via the ServiceNow Employee Center.
• Act as the product owner for the portal, shaping and prioritizing the roadmap based on business needs and user feedback.
• Align the portal strategy with firm goals for service delivery, self-service, and employee engagement.
• Content Management & Governance
• Create, implement and enforce content governance policies, including ownership models, version control, review cycles, and style/branding guidelines.
• Maintain portal taxonomy, navigation, and structure to support ease of use and discoverability.
• Mobile Experience Oversight
• Lead the strategy and design of the mobile experience leveraging the ServiceNow Mobile application.
• Cross-Functional Collaboration
• Partner with departments to ensure accurate, timely, and relevant content and service offerings.
• Coordinate with product, process, and service owners to integrate workflows, knowledge bases, and catalog items for unified service experiences.
• Lead and participate in governance forums to evaluate enhancement requests and drive prioritization.
• Technical Configuration & Support
• Configure and manage ServiceNow Employee Center features, including widgets, integrations, menus, themes, search, campaigns, and audience targeting.
• Oversee portal capabilities such as multi-department landing pages, federated catalog items, topic pages, and audience-based content targeting.
• Analytics & Optimization
• Define and track KPIs leveraging ServiceNow Performance Analytics and User Experience Analytics to monitor portal usage, content effectiveness, and user behavior.
• Manage feedback loops and continuous improvement cycles to evolve the user experience.
• Training & Enablement
• Develop and deliver training materials and sessions for content contributors and stakeholders.
• Partner with Change Management team to drive adoption.

Requirements:

• Five-plus years of experience managing digital workplace platforms or service portals; two-plus years in ServiceNow content management.
• Deep expertise in ServiceNow Employee Center Professional, including portal configuration microsite management, service catalog integration, and content management.
• Strong understanding of UX/UI principles, digital content strategy, and service delivery design.

Preferred Skills:

• Experience with ServiceNow ITSM, primarily incident and request management
• ITIL certification
• UI/UX training/certification

Education:

Bachelor's degree in Marketing, Business, or Management Information Systems or at least 5 years of professional working experience.