Services Portfolio Manager - User Experience and Emerging Interfaces | 24405

Professional Services Santa Clara, California New York, New York Minneapolis , Minnesota


Job Title: Services Portfolio Manager - User Experience and Emerging Interfaces
Location: Santa Clara, CA (HQ); Minneapolis, MN; New York, NY

The Services Portfolio Manager – User Experience and Emerging Interfaces is a key position within the Platform Workflow of the overall Customer Outcomes (CO) organization and serves as the subject matter expert on all materials including:

  • Owning all materials that support all professional services engagements related to User Experience and Emerging Interfaces (presentations, requirements-gathering workbooks, demo instances, etc.)
  • Owning all materials that enable our Business Process and Technical Consultants on the ServiceNow NowPlatform focusing on Service Portal, Mobile, Virtual Agent and more
  • Supporting other business materials of the NowPlatform Workflow business portfolio  

The Services Portfolio Manager will be required to understand how to consult on, and configure, the User Experience and Emerging Interfaces related products. This is vital in order to support all of the above responsibilities.

Responsible for the following:

  • Proactively engaging with the NowPlatform Services Practice, the NowPlatform Product Management team, and Implementation Partners to identify, prioritize, develop, execute and communicate innovative:
    • Implementation materials for engagement managers and consultants to use during User experience and Emerging Interfaces projects
    • Enablement materials and curriculum that are not fulfilled by other departments within ServiceNow
  • Aligning prioritization and timing of any efforts with the Platform Workflow Practice Leadership Team, reporting statuses to all stakeholders using the ServiceNow Project Portfolio Management Suite
  • Collaboratively working with other ServiceNow departments, representing the Platform Workflow Practice, to support CO-wide engagement material or enablement initiatives
  • Developing a network of relationships with other ServiceNow departments to ensure consistency on engagement and enablement materials before developing them for the Global Platform Workflow Practice
  • Designing, gathering content (collaboratively with other departments, as necessary), developing, and managing course content in instructor-led, virtual, and recorded formats to educate relevant resources on engagement and enablement materials
  • Delivering training as necessary on the related CO service materials to varying audiences (e.g., engagement managers, business process consultants, partners, etc.)
  • Maintain strict version control of all materials and publishing standards of all materials on User Experience and Emerging Interfaces Enablement Knowledge Article(s) and Partner Portal
  • Work with Learning Portal team to obtain access, or delegate, set-up and management of online training courses
  • Other duties as assigned by the Platform Workflow Practice Leadership Team

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

  • Familiarity with NowPlatform and User Experience and Emerging Interfaces products and their relations into other products
  • Strong understanding and functional experience in the NowPlatform and knowledge of shared services environments and UX procedures
  • A prowess for technology or a background in software and web configuration/development
  • Experience in identifying, prioritizing, developing, executing and communicating engagement and/or enablement materials (or training)
  • High proficiency with recent versions of all Microsoft Office products
  • Experience creating instructional video, instructional overlays, and delivery of web-based training
  • Foundational knowledge of use of graphics in learning and presentations
  • Self-starter, with a high degree of initiative with the ability to work independently, and in a team environment
  • Solid project management skills – the ability to meet or exceed deadlines and time lines, balance multiple priorities, and work under pressure are all necessary
  • Excellent communication skills (both written and verbal) with strong presentation and facilitation skills
  • Attention to detail and an eye for quality, along with the ability to grasp and translate technical capabilities into layman terms
  • Demonstrated ability to influence and consult (providing options with pros, cons and risks)
  • Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
  • Proven team player and team builder with a proven ability to gain the respect of others successfully
  • Diplomacy, integrity, and presence that enables you to work effectively at all levels within large organization.
  • Positive demeanor, with a sense of purpose and the ability to have fun
  • High degree of creativity and flexibility
  • Bachelor’s degree or higher in disciplines related to information technology, instructional design, educational technology, adult learning, curriculum and instruction.
  • Able to travel up to 50% 

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 for assistance.