ServiceNow - Employee Center Pro SME

Job Title: Senior Solution Architect – ServiceNow Employee Center Pro

Job Summary

We are seeking a highly experienced Senior Solution Architect to lead the design, implementation, and optimization of ServiceNow Employee Center Pro (EC Pro) as a unified intranet platform for all associates across the enterprise. This role is pivotal in shaping the digital employee experience by delivering seamless access to services, content, and collaboration tools through a scalable and intuitive portal.

The ideal candidate will have extensive expertise in Employee Center Pro, including targeted campaigns, advanced audience management, content automation, AI Search, and dynamic topic pages. They will also possess the ability to consolidate multiple portals into a single, unified EC Pro experience . This role requires deep knowledge of audience rules, governance for content creation/editing, and the performance impact of complex rules. Additionally, the candidate must demonstrate proficiency in building targeted campaigns and designing a complex portal engagement strategy.

Key Responsibilities

Architectural Leadership

· Design and oversee the enterprise-wide implementation of ServiceNow Employee Center Pro as the central intranet platform.

· Define and maintain architectural standards, governance frameworks, and best practices for ServiceNow platform usage.

Strategic Planning

· Collaborate with the Usability team, IT, Communications, and other business units to align Employee Center Pro with organizational goals.

· Develop roadmaps for portal evolution, personalization, and integration with enterprise systems such as SharePoint, Google Drive, etc.

Solution Design & Delivery

· Lead solution design sessions, translating business requirements into scalable ServiceNow configurations.

· Ensure optimal use of ServiceNow capabilities, including content delivery, search optimization, taxonomy design, and user segmentation.

Integration & Automation

· Architect integrations with third-party systems and internal APIs to streamline workflows and enhance user experience.

· Leverage ServiceNow Workflow Data Fabric, Creator Pro Plus, and Integration Hub for automation and orchestration.

User Experience & Adoption

· Champion user-centric design principles to ensure intuitive navigation and personalized experiences.

· Drive adoption strategies, training initiatives, and feedback loops to continuously improve the platform.

Governance & Compliance

· Establish governance models for content management, access control, data privacy, and campaign execution.

· Monitor Employee Center Pro success using KPIs such as search success rates, zero-result queries, and task deflection metrics.

· Ensure compliance with internal policies and external regulations.

Qualifications

Education & Experience

· Bachelor's or Master's degree in Computer Science, Information Systems, or a related field.

· 8+ years of experience in enterprise architecture or solution design.

· 5+ years of hands-on experience with ServiceNow, with extensive expertise in Employee Center Pro.

Technical Skills

· Deep understanding of ServiceNow architecture, modules, and scripting (JavaScript, Glide).

· Proficiency with UI Framework, Creator Pro Plus, Workflow Data Fabric, and Content Delivery.

· Extensive experience configuring and optimizing ServiceNow Employee Center Pro as an enterprise intranet source, including advanced knowledge of Catalog Builder, Record Producers, and AI Search configuration.

· Expertise in structuring Topics, Dynamic Topic Pages (DTP), and mega-menu navigation to enhance findability and user experience.

· Familiarity with enterprise integration tools and protocols (REST, SOAP, SSO, OAuth).

· Experience developing and implementing testing strategies for audience segmentation and targeted content delivery.

· Proven ability to design, build, and measure targeted campaigns from concept to execution, ensuring alignment with business goals.

· Ability to diagnose and resolve search complaints, ensuring users can find services before outdated knowledge base (KB) articles.

· Knowledge of common performance pitfalls in Employee Center Pro and proven strategies to avoid them.

· Expertise in exposing large catalogs in Employee Center Pro without overwhelming users, ensuring intuitive navigation and usability.

· Ability to define, measure, and report on KPIs that demonstrate Employee Center Pro success.

· Proficiency in leveraging analytics to assess audience engagement, campaign effectiveness, and overall platform performance.

Soft Skills

· Strong communication and stakeholder management skills.

· Ability to lead cross-functional teams and influence at all levels of the organization.

· Strong analytical skills to diagnose complex issues and implement effective solutions.

· Excellent verbal and written communication skills to convey technical concepts to non-technical stakeholders.

· Strategic thinker with a passion for digital transformation and employee experience.

· Ability to work effectively with cross-functional teams in a collaborative environment.

Preferred Certifications

· ServiceNow Certified System Administrator

· ServiceNow Certified Application Developer

· ServiceNow Certified Implementation Specialist