ServiceNow Employee Center Manager

We are seeking an experienced, innovative ServiceNow Employee Center Managerto lead the strategy, experience, design, and ongoing management of the firm's internal service portal. The service portal serves as a unified, personalized gateway that empowers employees to seamlessly access services, resources, and support across the enterprise.

This role blends digital experience design, content strategy, and technical expertise within the ServiceNow Employee Center Pro module. The ideal candidate combines a passion for great user experience with a strong understanding of portal architecture, service integration, and cross-functional collaboration.

ESSENTIAL FUNCTIONS

These essential functions are primary job duties that incumbents must be able to perform unassisted or with some reasonable accommodation.

Portal Experience & Strategy

• Design and manage an easy-to-use and personalized employee experience via the ServiceNow Employee Center.
• Act as the product owner for the portal, shaping and prioritizing the roadmap based on business needs and user feedback.
• Align the portal strategy with firm goals for service delivery, self-service, and employee engagement.

Content Management & Governance

• Develop and execute a content strategy that ensures clarity, consistency, and value across knowledge articles, service catalog items, resource pages, and communications.
• Create, implement and enforce content governance policies, including ownership models, version control, review cycles, and style/branding guidelines.
• Maintain portal taxonomy, navigation, and structure to support ease of use and discoverability.

Mobile Experience Oversight

• Lead the strategy and design of the mobile experience leveraging the ServiceNow Mobile application.

Cross-Functional Collaboration

• Partner with HR, IT, Finance, Legal, Business Operations, and other departments to ensure accurate, timely, and relevant content and service offerings.
• Coordinate with product, process, and service owners to integrate workflows, knowledge bases, and catalog items for unified service experiences.
• Lead and participate in governance forums to evaluate enhancement requests and drive prioritization.

Technical Configuration & Support

• Partner with the ServiceNow Development team to configure and manage ServiceNow Employee Center features, including widgets, integrations, menus, themes, search, campaigns, and audience targeting.
• Oversee portal capabilities such as multi-department landing pages, federated catalog items, topic pages, and audience-based content targeting.

Analytics & Optimization

• Define and track KPIs leveraging ServiceNow Performance Analytics and User Experience Analytics to monitor portal usage, content effectiveness, and user behavior.
• Recommend and implement improvements based on data-driven insights.
• Manage feedback loops and continuous improvement cycles to evolve the user experience.

Training & Enablement

• Develop and deliver training materials and sessions for content contributors and stakeholders.
• Partner with Change Management team to drive adoption.
• Collaborate with Communications and Training teams to promote new features and updates.

TRAVEL

Occasional travel to vendor conferences and events and Perkins Coie offices will be required.

SPECIFIC SKILLS REQUIRED

• Five-plus years of experience managing digital workplace platforms or service portals; two-plus years in ServiceNow content management.
• Deep expertise in ServiceNow Employee Center Professional, including portal configuration microsite management, service catalog integration, and content management.
• Strong understanding of UX/UI principles, digital content strategy, and service delivery design.
• Experience with agile methodologies and product ownership is a plus.
• Exceptional communication and stakeholder engagement skills.
• Familiarity with web accessibility standards (WCAG), data privacy, and compliance guidelines.

SPECIFIC SKILLS PREFERRED

Experience with ServiceNow ITSM, primarily incident and request management

ITIL certification

UI/UX training/certification

EDUCATION, LICENSES, CERTIFICATIONS, AND EXPERIENCE

Bachelor's degree in Marketing, Business, or Management Information Systems or at least 5 years of professional working experience.

TECHNOLOGY, APPLICATIONS

ServiceNow Employee Center Pro

ServiceNow ITSM, specifically Request Management

Microsoft Teams

At Perkins Coie, we look for self-motivated individuals dedicated to providing value and superior service and who have a high degree of integrity and enthusiasm for their work. We have created a company culture based on collaboration, devotion to serving our clients, and mutual respect. Perkins Coie is committed to advancing diversity and inclusion both within the firm and throughout our collective communities. Work with one of the 100 Best Companies to Work For and receive great health insurance, tuition reimbursement, and paid sabbaticals.

This position may be filled in the following location(s). The listed compensation range reflects the typical pay for this role, though it is rare for new hires to receive an offer at the top of the range. Actual compensation may vary depending on experience, skills, market conditions, and internal equity.

San Francisco Bay Area compensation range: $157,110.00 to $248,980.00 annually

Colorado compensation range: $123,090.00 to $195,070.00 annually

Los Angeles compensation range: $143,340.00 to $227,170.00 annually

New York Compensation range: $142,820.00 to $ 226,350.00 annually

San Diego compensation range: $141,530.00 to $224,290.00 annually

Washington state compensation range: $129,840.00 to $205,770.00 annually

Washington, D.C. compensation range: $140,230.00 to $222,230.00 annually

Qualified applicants with arrest or conviction records that reside in Los Angeles, San Diego and San Francisco counties will be considered for employment in accordance with the applicable Fair Chance Ordinance and the California Fair Chance Act.

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