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Senior Taxonomist/Information Architect

| Kirkland

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
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    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • AngularJSFrameworks
    • HadoopFrameworks
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    • HBaseDatabases
    • Maria DBDatabases
    • MySQLDatabases
    • OracleDatabases


We’re uniquely located on the edge of Lake Washington at Carillon Point in Kirkland. Minutes away from downtown Seattle, Bellevue, and Redmond.

An Insider's view of ServiceNow

What’s the vibe like in the office?

You make decisions every day that help people. My work makes a big difference, and that’s satisfying.


Senior application developer

What projects are you most excited about?

I wanted to work at a growing company. We're focused, customer-centric, and you can't beat the platform.


Project manager

What are some things you learned at the company?

Our purpose is empowering. The company's putting a lot into the culture, the employees - they're investing in us.


Creative director

What is your vision for the company?

Amazing products that create great employee and customer experiences and make work, work better, is our passion.


Chief product officer

What is your vision for the company?

Taking a long-range view, we've got the spirit of a start-up and the resources to deliver with high quality.


Software engineer

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.

Volunteer in local community
Through our #GivingAtNow program, our Kirkland offices schedules volunteer opportunities throughout the year.
Eat lunch together
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Work remotely on occasion as needed.
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
ServiceNow offers unlimited paid vacation time starting at Day 1.
Paid Volunteer Time
Our employees receive 20 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses.
Company Outings
Site social activities periodically
Stocked Kitchen
Some Meals Provided
Lunch provided every Friday!
Happy Hours
Steps away from awesome restaurants and bars.
Free parking
Pet Friendly
Professional Development Benefits
Job Training & Conferences
LinkedIn Learning access, numerous internal training programs, conference attendance options.
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Continuing Education stipend
We offer $5000 annualy for continuing education.
Online course subscriptions available
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