ServiceNow Content Strategy Advisor

Job Title: ServiceNow UI/UX Designer, Content Strategist, and Knowledge Management Lead

Job Summary:

We are seeking a dynamic ServiceNow UI/UX Designer, Content Strategist, and Knowledge Management Lead to drive the design, content strategy, and knowledge management efforts on our ServiceNow platform. This role will be instrumental in creating intuitive, engaging user interfaces, developing a cohesive content strategy, and managing knowledge assets to ensure easy access to information for end-users. The ideal candidate will work cross-functionally with HR, IT, and other stakeholders to enhance the ServiceNow platform?s user experience, content quality, and knowledge management effectiveness.

Key Responsibilities:

UI/UX Design:

• Design user-centered interfaces within ServiceNow, ensuring consistency, accessibility, and ease of navigation.

• Create and iterate on wireframes, mockups, and prototypes to effectively communicate design ideas and gather feedback from stakeholders.

• Collaborate with developers to ensure that the final UI aligns with the intended design and user experience standards.

Content Strategy and Management:

• Develop a comprehensive content strategy for ServiceNow, supporting knowledge management, case management, and self-service functions across the platform.

• Structure, organize, and optimize content within ServiceNow to enhance searchability and relevance, applying best practices in information architecture.

• Craft, review, and edit content for clarity, consistency, and usability, ensuring alignment with brand guidelines and user needs.

• Knowledge Management:

• Lead the management and organization of the ServiceNow Knowledge Base, ensuring content is accurate, up-to-date, and easily accessible for employees.

• Implement content governance standards to maintain quality and consistency across knowledge articles, ensuring adherence to format, style, and taxonomy standards.

• Collaborate with global content managers to develop processes for content lifecycle management, including creation, review, updates, and retirement of knowledge assets.

• Utilize analytics and feedback mechanisms to assess content effectiveness, identifying areas for improvement and opportunities to fill content gaps within the Knowledge Base.

User Research and Testing:

• Conduct user research, usability testing, and feedback sessions to understand user needs and preferences.

• Leverage insights from testing and analytics to continuously improve both UI design and content quality, ensuring the knowledge management strategy aligns with evolving user needs.

• Cross -Functional Collaboration:

• Work with HR, IT, and other business units to align the UI/UX design, content strategy, and knowledge management approach with business goals and user requirements.

• Partner with ServiceNow Support Specialists, Business Process Analysts, and other stakeholders to ensure the platform?s design and knowledge assets support broader business processes and workflows.

Training and Documentation:

• Develop training materials and guidelines for knowledge contributors to ensure they understand best practices for content creation, maintenance, and knowledge management in ServiceNow.

• Document UI/UX and content strategy standards, as well as knowledge management policies, to guide the ongoing enhancement of the ServiceNow platform.

Additional Job Details:
? Participates in cross-functional meetings and provides guidance to peers/managers/directors/senior leadership.
? Leads multiple projects concurrently, often with peers from other departments and international regions.
? Mentors and provides guidance to less senior team members. Contributes extensively in multiple focus areas that may include: Research, Writing/editing , Visual design , Project management , Taxonomy/metadata
? Perform other duties as assigned

Qualifications:

• Experience: Experience in UI/UX design, with at least 1-2 years of experience designing for **ServiceNow HR Service Delivery** or other HR platforms.

• Experience working with **ServiceNow HRSD** modules (Employee Service Center, Case & Knowledge Management, Lifecycle Events).

• User-Centered Design: Strong understanding of user-centered design principles, especially for HR use cases, and the ability to design based on employee feedback and HR research.

• Collaboration & Communication: Excellent collaboration skills with the ability to communicate complex design concepts clearly to both HR stakeholders and technical teams.

• Problem-Solving: Ability to anticipate and address potential UI challenges specific to HR workflows, offering effective solutions that improve HR service delivery.

• Experience in content management, preferably within an HR, IT, or global corporate environment.

• Strong knowledge of content management best practices, including localization and governance.

• Familiarity with HR policies, procedures, and compliance across various regions.

• Excellent project management skills with the ability to manage multiple stakeholders and deadlines.

• Experience working in a global organization and collaborating across different time zones and cultures.

• Strong written and verbal communication skills with attention to detail and user experience.

• Proficiency in Microsoft Office, ServiceNow, and content management systems.

• Analytical mindset with the ability to use data to improve content effectiveness.

Preferred Qualifications:

• ServiceNow Certifications: Certified ServiceNow System Administrator, Certified Application Developer, or Certified HR Service Delivery (HRSD) Specialist.

• Experience in Agile Environments: Experience working in Agile/Scrum development teams, especially in HR project environments.

• Portfolio:A strong portfolio showcasing **HR Service Delivery** UI/UX design work on ServiceNow or similar platforms.

• Proficiency in design tools such as Adobe XD, Sketch, Figma, or similar.

• Familiarity with HTML, CSS, and JavaScript.

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