Servicenow Employee Center Manager

Servicenow Employee Center Manager

We are seeking an experienced, innovative ServiceNow Employee Center Manager to lead the strategy, experience, design, and ongoing management of the firm's 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

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

Bachelor's 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