ServiceNow Employee Center Manager

About the Role

Key Responsibilities

• 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.
• 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.
• Lead the strategy and design of the mobile experience leveraging the ServiceNow Mobile application.
• 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.
• 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.
• 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.
• 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.
• Occasionally travel to vendor conferences, events, and Perkins Coie offices as required.

Requirements

• Five-plus years of experience managing digital workplace platforms or service portals.
• Two-plus years of experience 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.

Nice to Have

• Experience with ServiceNow ITSM, primarily incident and request management.
• ITIL certification.
• UI/UX training/certification.

Qualifications

• Bachelor's degree in Marketing, Business, or Management Information Systems.
• Or at least 5 years of professional working experience.