Staff Experience Program Manager, Digital Asset Management
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
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
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.
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