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Staff Experience Program Manager, Digital Asset Management

ServiceNow

Staff Experience Program Manager, Digital Asset Management

San Diego, CA
Full Time
Paid
  • Responsibilities

    Job Description

    TEAM & ROLE

    At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products. We are Design advocates who are responsible for leading the successful execution and delivery of flexible and holistic programs and processes to enable delightful product experiences. Design Program Managers are creative problem solvers and team leaders by nature, dedicated to building impactful relationships, improving team cohesion and creating efficiencies in the design process.

    Learn more about our team here https://www.linkedin.com/company/servicenow/life/userexperience/

     

    WHAT YOU GET TO DO IN THIS ROLE:

    • The Staff Digital Librarian is responsible for driving our Customer Experience self-service strategy, transforming the way we engage and assist our customers. Your role will be critical to drive, enable and support adoption of our Platform’s digital self-service customer journey 

    • Identify, evaluate, and incubate high-impact opportunities to expand or improve our offerings in the digital asset domain

    • Develop and implement tools and practices for digital self-service solutions 

    • Collaborate with cross-functional teams to develop processes and standards asset management to ensure content is current, accurate, consistent, and accessible. Manage and execute the processes and assets 

    • Manage and organize assets based on metadata schemas for organizing information resources based on business goals and stakeholder requirements 

    • Build and foster a cross-functional network with Design, Research, Operations, Enablement, Product, Engineering, Accessibility and Legal teams to collaborate on concepts, define clear plans and create concrete strategies to execute upon 

    • Partner with Analytics teammates to measure, report and optimize plans 

    • Conduct usability studies to determine if self-service solutions are meeting the needs of user groups 

    • Conduct regular audits and surveys to identify gaps and make recommendations

  • Qualifications

    Qualifications

    PREFERRED QUALIFICATIONS:

    • 10 + years of digital library management

    • Comfortable with ambiguity, resourceful and enjoy solving difficult problems  

    • Experience leading and completing multiple initiatives and effectively navigating large, sophisticated organizations  

    • Critical thinker with experience taking a data-driven approach and owning the outcome 

    • Ability to form and implement a Content Library strategy and structure 

    • Knowledge in forming persona-based taxonomies 

    • Experience with properly categorizing, characterizing, and tagging content 

    • Strong project management and organizational skills 

    • Excellent communication and presentation skills and ability to influence stakeholders  

    • Excellent partnership, interpersonal, and relationship-building skills. The ability to collaborate well in a cross-functional environment, and work across multiple capabilities and subject areas 

    • Ability to work independently and interdependently 

    • Outstanding attention to detail and commitment to excellence 

    • Experience in the software industry

     

     

    BASIC QUALIFICATIONS

    • Bachelor's degree in library sciences, information architect or other equivalent combination of education and experience

     

    Additional Information

    ServiceNow is an Equal Employment 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.

    At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

    If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

    For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

    Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.