ServiceNow Employee Center Manager
ServiceNow Employee Center Manager
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$ 141530 - 224290
1 Vacancy
Job Description
Job Description:
We are seeking an experienced innovative ServiceNow Employee Center Managerto lead the strategy experience design and ongoing management of the firms 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.
This role blends digital experience design content strategy and technical expertise within the ServiceNow Employee Center Pro module. The ideal candidate combines a passion for great user experience with a strong understanding of portal architecture service integration and cross-functional collaboration.
ESSENTIAL FUNCTIONS
These essential functions are primary job duties that incumbents must be able to perform unassisted or with some reasonable accommodation.
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
- Develop and execute a content strategy that ensures clarity consistency and value across knowledge articles service catalog items resource pages and communications.
- 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 HR IT Finance Legal Business Operations and other 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
- Partner with the ServiceNow Development team to 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.
- Recommend and implement improvements based on data-driven insights.
- 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.
- Collaborate with Communications and Training teams to promote new features and updates.
TRAVEL
Occasional travel to vendor conferences and events and Perkins Coie offices will be required.
SPECIFIC SKILLS REQUIRED
- 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.
- Experience with agile methodologies and product ownership is a plus.
- Exceptional communication and stakeholder engagement skills.
- Familiarity with web accessibility standards (WCAG) data privacy and compliance guidelines.
SPECIFIC SKILLS PREFERRED
Experience with ServiceNow ITSM primarily incident and request management
ITIL certification
UI/UX training/certification
EDUCATION LICENSES CERTIFICATIONS AND EXPERIENCE
Bachelors degree in Marketing Business or Management Information Systems or at least 5 years of professional working experience.
TECHNOLOGY APPLICATIONS
ServiceNow Employee Center Pro
ServiceNow ITSM specifically Request Management
Microsoft Teams
At Perkins Coie we look for self-motivated individuals dedicated to providing value and superior service and who have a high degree of integrity and enthusiasm for their work. We have created a company culture based on collaboration devotion to serving our clients and mutual respect. Perkins Coie is committed to advancing diversity and inclusion both within the firm and throughout our collective communities. Work with one of the 100 Best Companies to Work For and receive great health insurance tuition reimbursement and paid sabbaticals.
This position may be filled in the following location(s). The listed compensation range reflects the typical pay for this role though it is rare for new hires to receive an offer at the top of the range. Actual compensation may vary depending on experience skills market conditions and internal equity.
San Francisco Bay Area compensation range: $157110.00 to $248980.00 annually
Colorado compensation range: $123090.00 to $195070.00 annually
Los Angeles compensation range: $143340.00 to $227170.00 annually
New York Compensation range: $142820.00 to $ 226350.00 annually
San Diego compensation range: $141530.00 to $224290.00 annually
Washington state compensation range: $129840.00 to $205770.00 annually
Washington D.C. compensation range: $140230.00 to $222230.00 annually
Qualified applicants with arrest or conviction records that reside in Los Angeles San Diego and San Francisco counties will be considered for employment in accordance with the applicable Fair Chance Ordinance and the California Fair Chance Act.
#LI-Hybrid
Required Experience:
Manager
Employment Type
Full-Time
