ServiceNow Content Strategist Advisor

Responsible for and may provide guidance in the end-to-end process of planning, developing, distributing and managing digital content. Understands technical requirements and collaborates with multidisciplinary teams to continuously improve content and distribution channels.

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' 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' 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.

Minimum Education

Bachelor's Degree/equivalent.

Minimum Experience

Five (5) years of professional experience in content strategy, digital asset management, marketing, public relations or related field.

More advanced degrees may offset experience requirements. A related Master's Degree equals two (2) years experience.

Knowledge, Skills, and Abilities

Demonstrated leadership in collecting, synthesizing and analyzing internal and external research in order to structure clear and effective content strategies that support business objectives.

Expert knowledge of the systems and tools used to develop, deliver and manage content.

Strong analytical skills with the ability to use data to inform recommendations.

Advanced project management, problem-solving, organization, creativity, grammar, writing and human relations/relationship management skills.

Domicile Information:

This position can be domiciled anywhere in the United States. The ability to work remotely within the United States may be available based on business need.

Preferred Qualifications:

Pay Transparency: This compensation range is provided as a reasonable estimate of the current starting salary range for this role across all potential locations. If this opportunity includes multiple job levels, the range is a reasonable estimate of the current starting salary for the lowest level to the current starting salary of the highest level. Actual starting pay would be determined by experience relative to the job, market level, pay at the location for this job and other job-related factors permitted by law. An employee may be eligible for additional pay, premiums, or bonus potential. The Company offers eligible employees health, vision and dental insurance, retirement, and tuition reimbursement.

Pay: US Pay Range: $7,094 - $12,533 monthly

Additional Details: Upload current copy of Resume (Microsoft Word or PDF format only) and answer job screening questionnaire by December 9, 2024

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Reasonable accommodations are available for qualified individuals with disabilities throughout the application process. Applicants who require reasonable accommodations in the application or hiring process should contact recruitmentsupport@fedex.com.

Applicants have rights under Federal Employment Laws:

• Equal Employment Opportunity is the Law
• EEO is the Law Supplement
• Pay Transparency Policy
• Family and Medical Leave Act (FMLA)
• Employee Polygraph Protection Act

E-Verify Program Participant: Federal Express Corporation participates in the Department of Homeland Security U.S. Citizenship and Immigration Services' E-Verify program (For U.S. applicants and employees only). Please click below to learn more about the E-Verify program:

• E-Verify Notice (bilingual)
• Right to Work Notice (English) / (Spanish)