Company

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

Team

The Information Architecture (IA) team focuses on the planning, design, and implementation of metadata management to achieve strategic business goals at ServiceNow, particularly in how internal and external users interface with Knowledge content, Incidents, and Problems. This work includes the creation and governance of data models (conceptual, logical, physical), data flow diagrams, taxonomic models, metadata management designs, and vocabulary standards. This work offers close collaboration with various teams at ServiceNow such as Customer Support, Product Engineering, Marketing, and Internals Systems in identifying requirements, researching and analyzing user needs, and building and providing taxonomies to stakeholders.

Role

The person in this role will be expected to have skills in influencing and driving adoption with other teams and stakeholders across the business on the agreed upon data models, structures, standards - to achieve the objective of providing ServiceNow customers a consistent and positive experience in information search, access, and retrieval through various channels.

What you get to do in this role:

• Build and expand complex data models and product classification systems
• Participate in taxonomy update processes, including reviewing requests, building necessary updates, and QA
• Conduct research and data analysis to make recommendations on search enhancements
• Analyze term usage and make recommendations for improvement using inputs from semantic platform, search, knowledge base, and application use reports
• Coordinate and prioritize IA work by working closely across departments to achieve desired outcomes
• Serve as a resource to content management teams in the editorial process, metadata implementation, tagging, and keywords
• Drive continuous improvements on IA processes, models, data management, and taxonomy
• Deliver communication plans and training to assist internal users in the socialization and adoption of new tools and metadata structures
• Identify requirements through engagement with Product Owners and program managers
• Plan information architecture, create use cases, prepare data models, and design information structure, data flow and navigation for use cases
• Analyze term usage and make recommendations for improvement using inputs from semantic platform, various search, knowledge base, and application use reports
• Contribute and guide content management best practices through editorial process
• Educate stakeholders on an ongoing basis to champion the ServiceNow taxonomy process, workflows, and implementation frameworks

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

• Working knowledge of SmartLogic Semaphore
• Experience with taxonomy governance processes and procedures
• Strong organizational competency and attention to detail
• Ability to communicate the value of information architecture to both technical and business leaders and highly technical constituencies
• Ability to translate business needs into technical requirements and technical information into more consumable terms
• Experience working with Enterprise Customer Support Processes and/or ITIL
• Experience working with geographically distributed teams.
• Experience with change management, project socialization, and customer communications.
• Experience leading user research workshops with internal stakeholders, users, or customers
• Excellent verbal and written communication skills, including preparation and delivery of presentations and workshop design and facilitation
• Strong inter-personal, analytical, and problem-solving abilities
• Ability to travel as required

Desired qualifications:

• 4+ years of experience with information architecture development frameworks for cross-organizational customers
• 4+ years of experience working in enterprise taxonomy management
• Experience working in Scrum/Agile development environments
• Familiarity with IT service management software (ITSM), PaaS, and SaaS
• Expert competency in metadata standards and best practices
• Experience driving adoption of new programs and processes across regions and teams
• Master's Degree in information management related field or equivalent work experience

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. 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 (408) 501-8550, or [email protected] for assistance.