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Knowledge Manager

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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

Team


Our Global Talent Care team make the world of work, work better for our employees. We transform and innovate, using our own technology to enable ServiceNow’s talent, a growing population of over 15,000 employees in 28 countries. Our team provides support for all HR topics and needs, measuring success through indicators of our employee’s care satisfaction.

Partnering closely with our HR Business Partners and Centers of Excellence we create a strong, and effective, cross-functional team. We learn from our employees’ interactions with us, and constantly evolve and enhance our services.


Role

We are seeking a Knowledge Manager to maintain and evolve our HR knowledge management practices leveraging KCS. In this role you will focus on delivering the best possible self-service resources to support employees across the lifecycle. You will be responsible for the knowledge management strategy, workflows and content standards across Global Talent. Acting as both a knowledge advocate and coach, you will help ensure our Global Talent Care team, and HR Centers of Excellence are producing great content to answer employee needs.

What you get to do in this role:

· Lead our Knowledge program for Global Talent, leveraging KCS and continuously improving our content strategy.

· Deliver robust self-service options to our employees through our knowledge base and Bot, enabling our talent to get fast answers and improve productivity.

· Define and maintain the roles & responsibilities for each persona in the KCS system.

· Partner closely with the Global Talent Care (HR Shared Services) team to embed knowledge as Tier 0 for support. Empowering and enabling the team to maintain the knowledge base through KCS.

· Build and maintain strong relationships with the Centers of Excellence in Global Talent. Coach and champion to enable creation of great content within these teams.

· Provide knowledge training, best practice guides and content standards to content owners and managers.

· Partner with cross functional support teams to share best practices and prioritize employee portal initiatives that solve knowledge challenges.

· Provide programmatic support to large scale HR programs, ensuring knowledge is considered a crucial step in the change management plan.

· Identify opportunities to leverage our ServiceNow platform more effectively, making it easier for employees to self-serve and for our teams to manage the knowledge base.

· Identify and resolve inefficient knowledge processes and practices, recognizing opportunities to improve employee experience.

· Provide regular communications to Global Talent leadership sharing knowledge success metrics, celebrating knowledge wins and identifying opportunities for improvement.

Qualifications

In order to be successful in this role, we need someone who has:

· A passion for delighting customers through innovative service experiences

· Experience leading knowledge programs for a support organization, focusing on delivering measurable business outcomes and value.

· Ability to effectively partner with key internal stakeholder teams through regular pro-active interaction to understand their support needs.

· Demonstrated ability of managing cross-functional initiatives, empowering and enabling others.

· Strong verbal and written communication skills with ability to effectively communicate the technical components and benefits of knowledge at all levels.

· Ability to create an environment of innovation and continuous improvement, leveraging data insights to re-imagine how we deliver the customer experience through self-service.

· Experience leveraging an interconnected knowledge and HR case management system.

· Excellent project management skills.

· Excellent presentation skills.

· Preferred – KCS Practices v6 Certification

· Preferred – Experience leveraging ServiceNow platform for knowledge

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.

If you are an individual with a disability and 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 +1 (408) 501-8550, or [email protected] 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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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

4400 Carillon Point, Floor 4, Kirkland, WA 98033

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I am a working mom, and I appreciate the privilege of being able to work from home when I need to adjust my hours. I could be offline for two hours in the middle of the day because there's a school event for my kids. To be able to do so without the pressure of, "Oh my goodness! Now it's going to make me look bad," I don't take that for granted.

Kurdin

Manager, Strategy & Operations

What does your typical day look like?

I work in global cloud services and constantly collaborate with people–every day is different. I could be working on product design, collaborating with folks in other organizations, driving decisions, assessing technology, and talking with customers.

Bill

Distinguished Systems Architect

What does career growth look like on your team?

Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

Vanessa

President, ServiceNow.org

How do your team's ideas influence the company's direction?

In this expanding hybrid world, people conduct millions of transactions on a regular basis, creating more data and processes to manage. So, continuing to offer new solutions, while scaling to the expectations of the modern world, is a challenge we are excited to take on. We are driving new levels of productivity, automation, and innovation.

Pat

Chief Technology Officer

What are some things you learned at the company?

Sometimes, we feel a little self-conscious. We may feel intimated or too shy to share our points of view. But in order to make an impact, we need to be able to trust our voice.

Ying

Director, Product Design

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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