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Senior Staff Technical Product Manager - Knowledge Management

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ServiceNow

2024-11-05 15:38:35

Job location Santa Clara, California, United States

Job type: fulltime

Job industry: I.T. & Communications

Job description

Job Description

We're not yesterday's IT department, we're Digital Technology. The world around us keeps changing and so do we. We're redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We're all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow's journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. Ultimately, we strive to make the world work better for our employees and customers-when you work in ServiceNow Digital Technology, you work for them.

We are seeking an experienced Technical Product Manager to lead the development and execution of our internal knowledge management strategy, with a strong emphasis on governance. This role will focus on enhancing the knowledge management systems and processes to support content creation, sharing, and consumption. The ideal candidate will have strong technical acumen, a solid background in knowledge management, and experience working with AI-driven solutions to improve user experiences across self-service platforms.

What you get to do in this role:

Product Strategy & Roadmap: Own the vision and roadmap for enterprise knowledge management, aligning them with business goals and employee needs.

Governance: Establish and maintain governance policies for knowledge management to ensure content accuracy, consistency, and appropriate usage across all teams.

Cross-functional Collaboration: Work closely with engineering, UX, and Stakeholders to ensure seamless integration and adoption of knowledge management solutions.

Data-Driven Decisions: Analyze data from knowledge bases and user interactions to identify opportunities for improvement and enhancements.

Feature Adoption: Lead the evaluation and implementation of new ServiceNow knowledge management product features.

User Engagement & Feedback: Engage with end-users and internal stakeholders to gather feedback, identify pain points, and prioritize features.

AI/Automation: Leverage AI, Gen AI, and automation tools to enhance knowledge creation, searchability, and content consumption.

Performance Monitoring: Define and track key performance metrics (KPIs) and objectives and key results (OKRs) for knowledge management, such as search accuracy, user engagement, knowledge article quality, and employee productivity and efficiency.

Training & Enablement: Develop and lead training programs to help teams effectively use knowledge management tools and processes.

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