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Senior Taxonomist/Information Architect

| Kirkland | Hybrid
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Job Title: Senior Taxonomist, Information Architecture 
Job Locations: Santa Clara, CA, Kirkland, WA, Remote Bay Area, CA,

This person will be focusing 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, Internals Systems, etc. in identifying requirements, researching and analyzing user needs, building and providing taxonomies to stakeholders. 

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:

  • Provide thought leadership for taxonomy development and adoption.
  • Coordinate and prioritize IA work by working closely across departments to achieve desired outcomes.
  • Plan and design metadata management and data stewardship programs.
  • Serve as resource to content management teams in editorial process, metadata implementation, tags 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.
  • Prepare prototypes and mockups that include page layout and navigational elements.
  • Coordinate with ServiceNow Design Team to integrate the prototype concepts, visual design, and navigational structure.
  • 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.

To be successful in this role, we need someone who has:

  • Strong program or project management skills.
  • Working knowledge of SmartLogic Semaphore.
  • Experience with taxonomy governance process and procedures.
  • 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.
  • Successful track record of engaging and influencing senior management on complex initiatives.
  • Strong organizational competency and attention to detail.
  • 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, workshop design and facilitation.
  • Strong inter-personal, analytical and problem-solving abilities.
  • Ability to travel as required

 

Desired Qualifications:

  • 5+ years of experience with information architecture development frameworks for cross-organizational customers
  • 5+ 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.

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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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