Product Manager Service Now

JobID: 210503484

Category: HR Product

JobSchedule: Full time

Posted Date: 2024-04-29T15:54:18+00:00

JobShift:

Base Pay/Salary: Jersey City,NJ $123,500.00-$180,000.00

Global Employee Help is a high priority firmwide strategic initiative to deliver a unified and seamless help and support experience for all employees across all areas (e.g., Human Resources, Technology, Chief Administrative Office, Compliance, etc.). With over 300K employees working for the firm across over 60+ countries worldwide, the scope of Employee Help carries enormous scale and impact, with over 1,500 specialists supporting ~12M Help interactions a year.

We are seeking a Product Manager to support the strategic roadmap and day-to-day management for a global employee help portal, and innovate in the areas of self service capabilities across content, search, virtual assistant, employee request management and lifecycle events. This role will report to the Self Service Area Product Manager and partner closely with user experience, content teams, and business and servicing stakeholders across Human Resources, Technology, Chief Administrative Office, to lead a user-centered approach to setting and delivering an employee help portal experience for over 300K employees in 60+ countries.

Job Responsibilities

• Inform and implement new experience opportunities and capabilities across the employee portal experience and through the synthesis of user research, customer feedback and business value

• Deliver product outcomes, using a data-driven approach based on metrics and feedback

• Drive user simplicity and technical innovation across the end-to-end experience

• Support a strong risk, controls & conduct framework and a "security-by-design" product mindset

• Partner with area and functional product owners, servicing leads, content teams, and business representatives across the Employee Help Product domains to inform and deliver expected business outcomes

• Discover and create business requirements and epics/stories, collaborating with the business, support partners and agile delivery teams through implementation

Required qualifications, capabilities and skills

• Employee portal knowledge

• Working understanding of internal employee portal and service management - experience with ServiceNow portal, knowledgebase and servicing a plus

• Stakeholder management

• Comfort with managing stakeholder relationships while standing up for product integrity and user experience

• Experience in large-scale implementation and change management working in a cross-functional capacity, managing competing priorities and diverse stakeholders

• Team leadership

• Ability to proactively lead cross-functional teams, communicate with leaders, and influence change throughout the organization. Comfortable in agile teaming and matrix organizations

• Organizational and management skills

• Strong attention-to-detail, independent, self-motivated with ability to manage multiple priorities in fast-paced environment. Strong decision-making skills

• Cross-functional partnership and collaboration skills

• Comfort building and maintaining strong relationships with a broad set of product and functional partners

• Customer obsessed - develops deep data-informed and research baked empathy and understanding in employee needs, and advocates for them

• Product Management skills - strong understanding Product Operating Models, Agile methods

• Bachelor's degree or equivalent experience